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Customer Service Test

The Customer Service Test is preferred by recruiters to assess on-the-job skills of candidates before an interview. It reduces technical screening time by 80% by enabling employers to identify qualified candidates.

Customized Based On:

  • Experience/ difficulty level
  • Multiple skills in 1 assessment
  • Job description/ role requirements

Topics:

problem solving
communication
conflict resolution
prioritization
interpersonal skills
situational judgement
Issue resolution
Customer Email
Performing under pressure
Singapore government logo

The hiring managers felt that through the technical questions that they asked during the panel interviews, they were able to tell which candidates had better scores, and differentiated with those who did not score as well. They are highly satisfied with the quality of candidates shortlisted with the Adaface screening.


Human Resources Manager

Singapore Government

85%
reduction in screening time

Sample Adaface Customer Service Test Questions

These are just a small sample from our library of 10,000+ questions. The actual questions on this Customer Service Test will be non-googleable.

🧐 Question🔧 Skill💪 Difficulty⌛ Time
China manufacturing
The cost of manufacturing phones in China is twenty percent lesser than the cost of manufacturing phones in Vietnam. Even after adding shipping fees and import taxes, it is cheaper to import phones from China to Vietnam than to manufacture phones in Vietnam. Which of the following statements is best supported by the given information. 
A: The shipping fee from China to Vietnam is more than 20% of the cost of manufacturing a phone in China.
B: The import taxes on a phone imported from China to Vietnam is less than 20% of the cost of manufacturing the phone in China.
C: Importing phones in Vietnam will cut 20% of the manufacturing jobs in Vietnam.
D: It takes 20% more time to manufacture a phone in Vietnam than it does in China.
E: Labour costs in Vietnam are 20% higher than in China.
Verbal ReasoningEasy2 min
Commerical Premises
A large real estate company conducted a recent study of their customers. The study was designed to uncover insights regarding the main criteria for choosing to invest in a residential property. A majority of the customers surveyed stated the 'returns profile' was their main priority, followed by 'development potential' and 'stability of income'. 'Portfolio legacy' ranked at the bottom in the list of factors. It was interesting to note that respondents were less likely to have residential holdings that formed part of mixed-use assets i.e. as an add on to commercial investment. One might assume that more investors are proactively investing in residential real estate rather than having incidental exposure via business investments. 
Based on the given passage, what can we say about the following statement?

Business owners having commercial premises often have a residential property as part of their portfolio.
Verbal ReasoningMedium2 min
Email on Friday evening
Emily spent the entire week at a client's site as part of the accounting team. Emily is just about to leave for the weekend, when she notices that there is an email from another small, but growing client that they have been working closely for the past 3 months. Emily has a good professional relationship with Rebecca, who sent the email. Rebecca has a question, which she needs an urgent response to. Answering the question in detail will require Emily to access a number of files in her own office. What should Emily do first?
A: Reply immediately that she needs more information before she can respond in detail, and that she will do it first thing on Monday morning.

B: Rebecca will have gotten an out of office (OOO) response, so she can leave it for now and respond first thing on Monday morning.

C: Call Rebecca to find out by when they need the information. If they need it right away, Emily can go to office, give the required details and provide a more detailed response on Monday.

D: Reply to the email immediately, based on the information Emily has already and assure Rebecca that she will double check and send over a more detailed response first thing on Monday.
Situational JudgementEasy2 min
Increasing monthly gross profit
The CEO of Snipr. Inc wants to grow monthly gross profit by 4%. If costs stay the same, what does the sales turnover need to be in February to achieve this goal?
 image
Numerical ReasoningEasy2 min
Sacrifices and gains
Sergei, Larry and Mark were partners in Deep Mind sharing profits and losses in ratio of 4:3:2. It is decided to share future profits and losses in ration 2:2:1. How does this change ratio of sacrifices and gains of partners?
A: Sergei sacrifices 2/45, Larry sacrifices 1/45, Mark gains 3/45
B: Sergei gains 2/45, Larry sacrifices 3/45, Mark gains 1/45
C: Sergei sacrifices 2/45, Larry gains 3/45, Mark sacrifices 1/45
D: Sergei gains 2/45, Larry gains 1/45, Mark sacrifices 3/45
Numerical ReasoningMedium3 min
Toy is out of stock!
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate?
A: Apologize for the toy being out of stock, and suggest that their try [kidstoys.com](http://kidstoys.com) or another toy store.
B: Share the toy model number, so that they can search for it quickly at another toy store.
C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store.
D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.
Customer SupportEasy2 min

How to use the Adaface Customer Service Test

Start screening candidates within minutes with the ready-to-go Customer Service Test

1. Choose the most appropriate test for your role

2. Start inviting candidates to complete the assessment

3. Receive real time notifications and shortlist the best candidates

OR Customize the Adaface Customer Service Test according to your job description

1. Get a custom assessment from our library of 500+ skills within 48 hours

2. Start inviting candidates to complete the assesment

3. Receive real time notifications and shortlist the best candidates

Adaface Customer Service Test is trusted by enterprises worldwide

amazon
PayPal
Morgan Stanley
Adidas
SG Government
Neilsen
UCLA
Ernst and Young
Microsoft
WeWork
Bosch
Optimum Solutions
SAP
Doubtnut
Deloitte
HCL
FusionCharts
United Nations
Sokrati
Love Bonito
ZiMetrics
MTM

About the Adaface Customer Service Test

Evaluate aptitude, technical and coding skills with Adaface skills assessment platform powered with an intelligent chatbot

Topics:

problem solving
communication
conflict resolution
prioritization
interpersonal skills
situational judgement
Issue resolution
Customer Email
Performing under pressure

Recommended Roles:

Customer Service
Graduates
Customer Support
Front-office roles
Management trainees
Call Center Agent
Customer Care Representative
Customer Service Representative

Why You Should Use This Customer Service Assessment Test

The Customer service test helps recruiters and hiring managers to identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates.

The Adaface Customer service test screens candidates for the typical skills recruiters look for customer service roles:

  • Conflict resolutions
  • Attention to Detail
  • Proactiveness and the ability to work in a team.
  • The ability to empathize with customers.
  • The ability to multi-task and take accountability of situations.
  • Problem-solving
  • Effective communication skills

The insights generated from this assessment can be used by recruiters and hiring managers to identify the best candidates for the role. Anti-cheating features enable you to be comfortable with conducting assessments online. The Customer service test is ideal for helping recruiters identify which candidates have the skills to do well on the job.

Skills Tested With This Customer Service Test

The Customer service Online test is designed to test the applicants on the following:

  • Communication Skills: This section is designed to screen the candidates based on their ability to communicate effectively in verbal English.
  • Attention to Details: The questions in this section are designed to assess the applicant’s attention towards minor details and their ability to produce high-quality error-free results.
  • Problem Solving: Screens candidates based on their ability to identify patterns in problems and tasks, and their subsequent arrival at solutions.
  • Situational Judgement Test: This section assesses the functional understanding of the role through on-the-job situational judgement questions.
  • Technical Knowledge: Assesses the technical knowledge of the candidate with customized questions.

About Customer Service Job Roles

Someone in a Customer Service role attracts potential customers by answering product and service questions; suggests information about products and services.

The best candidates for a customer service role are the ones who are genuinely excited to help customers. They can empathize with a customer, and can advocate for them. Problem solving is a key skill in customer facing roles.

Typical Customer service representative responsibilities include:

  • Suggesting products/ services to a customer after understanding their needs and preferences
  • Resolving issues by understanding the customer’s complaint, determining the root cause of the problem, explaining the best solution, and following up to ensure resolution
  • Managing incoming calls from customers
  • Going the extra mile to engage and delight customers
  • Generating leads
  • Tracking sales and achieving quotas

Distribution Of Test Scores

The actual score distributon will vary based on your candidate pipeline quality, but you should typically expect ~20% of the candidates to do well on Adaface assessments.

The score distribution for our assessments follow the normal curve. This is a good sign- standardized tests like SAT and GRE follow the normal distribution (bell curve).

Status quo assessments typically have the exact opposite of the bell curve (too many candidates getting close to 0, too many candidates getting close to 100 and too few candidates in the middle). This is typically because they focus on theoretical questions or trick questions, which are very binary in nature- either you know the trick/ theory or you don’t.

How Adaface Is Different

Adaface conversational assessments are reflective of on-the-job skills and see an 86% completion rate as compared to ~50% for traditional assessment platforms.

OLD WAY

TRADITIONAL TESTS

Theoretical questions/ puzzles

Feels like a test

One-size-fits-all assessments

😞
HIRE IN
Weeks/Months

NEW WAY

ADAFACE ASSESSMENTS

Questions for on-the-job skills

Conversational

Customized
assessments

😀️
HIRE IN
Days

FAQs

What is a custom assessment?

Every role is different and requires a custom assessment to identify top candidates efficiently. Adaface subject matter experts understand your job description/ role requirements and pick the most relevant questions from our library of 10000+ questions to create a technical assessment that helps you find the qualified candidates in your candidate pipeline quickly. All custom assessments are set up based on the job description, role requirements, must-have skills, experience level and salary range within a maximum of 48 hours and you will get an email notification once it goes live.

Check out a sample assessment here (no credit card required).

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify.

How is Adaface different from other assessment tools?

We believe that status quo tech assessment platforms are not a fair way for companies to evaluate engineers because they focus on trick questions/ puzzles/ niche algorithms. We started Adaface to help companies find great engineers by assessing on-the-job skills required for a role. Read more about why we started Adaface.

Here's what's different with Adaface:

  • High quality non-googleable questions that test for on-the-job skills as opposed to theoretical knowledge.
  • A friendly conversational assessment with a chatbot, instead of sending a "test" to a candidate. This translates to a higher completion rate. Adaface assessments (86% candidate completion rate), as opposed to traditional tests (40-50% candidate completion rate)
  • Customized assessments for 700+ skills at different experience levels.
Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

  • Web proctoring
  • Webcam proctoring
  • Plagairism detection
  • Non-googleable questions
  • Secure browser

Read more the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

What is the cost of using this test?

You can check out our pricing plans.

Can I get a free trial?

The platform is completely self-serve, so here's one way to proceed:

  • You can sign up for free to get a feel for how it works.
  • The free trial includes one sample assessment (Java/ JavaScript) that you will find in your dashboard when you sign up. You can use it to review the quality of questions, and the candidate experience of a conversational test on Adaface.
  • To review the quality of questions, you can also review our public questions for 50+ skills here.
  • Once you're convinced that you want to try it out with real assessments and candidates, you can pick a plan according to your requirements.
I just moved to a paid plan. How can I request a custom assessment?

Here is a quick guide on how to request a custom assessment on Adaface.

With Adaface, we were able to optimise our initial screening process by upwards of 75%, freeing up precious time for both hiring managers and our talent acquisition team alike!


Brandon Lee, Head of People, Love, Bonito

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