With the Caliper’s Advisor Competency Report for Client Service Specialist, you will gain a concise and accurate picture of a candidate’s strengths, limitations and overall potential for the job.
The product includes:
- An elaborate report that helps with both selection and development
- A detailed analysis of the individual’s strengths and possible development areas
- Descriptions of potential competencies and representative behaviours in easy to understand terms
- A phone consultation with a consultant to explain the report’s results and its implications (accreditation in Caliper also available to allow in-house interpretation and debriefing)
- Behavioural-based interview questions to ask candidates based on assessment results in recruitment reports
- Managing for Success suggestions, which include coaching recommendations and tips for working with the individual
- A Function-Fit index and/or Caliper Consultant’s recommendation can be included
Client Service Specialists provide high-quality service in response to complex, technical, or secondary issues. They take care of complaints, frequently from difficult customers, by gathering the necessary information and answering questions. Client Service Specialists work to satisfy their customer by creating a balance between quality of service and speed of response. Although they usually respond to established customers, Client Service Specialists may not have encountered the individual who requires service before.
Examples of Client Service Specialist Positions in India are:
Customer Service Representative, Help Desk Technician, Customer Relations Specialist, Financial Customer Service Representative, Network Support Specialist, Benefits Specialist, Member Service Representative.
COMPETENCY AREAS MEASURED BY THIS REPORT:
Service Focus – They place emphasis on creating customer loyalty by continually improving the customer experience. This relates to the ability to identify and understand the needs of customers, manage expectations, and give priority to fulfilling and exceeding those needs.
Information Seeking – They are driven by an underlying curiosity and desire to know more about things, people, or issues that are trending in India. This involves going beyond routine questions and includes digging or pressing for more precise information; resolving conflicts by asking a series of questions; or conducting broader environmental scanning for opportunities or miscellaneous information that may be useful in the future.
Composure and Resiliency – They are able to deal effectively with pressure, maintain focus and intensity, and remain optimistic and persistent, even in hard times. This competency includes the ability and disposition to recover quickly from setbacks, rejections, criticism and conflicts, with the ability to remain level-headed in the face of hostility or provocation
Communicating – They provide the information that others need in a concise, direct, and straightforward manner. They are aware of how their message affects the receiver and strive to make sure that the receiver clearly understands the specifics and function of the message.
Conflict Management – Client Service Specialists openly and objectively address problems and bring significant conflicts and disagreements into the open with the intention of resolving the issue in an impersonal and constructive manner.
Analytical Thinking – They are able to understand the underlying concepts in complex information, identify the roots of problems, and come up with solutions based on the available information.
Accountability – They take responsibility for their own performance and accept full ownership of any mistakes, problems, and opportunities, no matter what the source may be.
Time Management – They focus on completing all work tasks in the allocated time while remaining responsive enough to react to competing demands and shifting priorities. They are able to manage multiple responsibilities simultaneously while still being organised, keeping on top of important time-sensitive tasks, and performing all work meticulously.