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Uji Kompetensi Standar Layanan Pelanggan (English: Customer Service Representative (with Email and Calls) (Indonesian))

Uji Kompetensi Standar Layanan Pelanggan (English: Customer Service Representative (with Email and Calls) (Indonesian))

Job-Specific Whole-Person Assessment (Test)

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A Short Version of this test is available.   What's the Difference?

Candidates typically need about 45 minutes to complete our full-length job-specific assessments. Our short versions take less than half that time. Like our standard assessments, these tests are based on the U.S. Government Occupational Information Network (O*Net). They do not contain the animated simulation module, however, though they still provide valuable information about all critical performance-related dimensions. Additionally, the short versions optionally include 1-2 virtual video interview questions! Click below for more information:

Uji Kompetensi Standar Layanan Pelanggan (Dipersingkat)

Uji Kompetensi Standar Layanan Pelanggan

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Top activities and tasks for this job:
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Getting Information - obtain information from individuals
  • Interacting With Computers - use computers to enter, access or retrieve data
  • Communicating with Persons Outside Organization - interview customers
  • Communicating with Supervisors, Peers, or Subordinates
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Establishing and Maintaining Interpersonal Relationships

About the test (Full Version)

The HR Avatar Uji Kompetensi Standar Layanan Pelanggan Pre-Employment Assessment was designed to help you hire staff in this role. The test provides a whole-person evaluation by measuring job-relevant cognitive ability, personality, knowledge, skills, and relevant behavioral history. Each component provides important data for hiring decisions. Cognitive ability has been linked to overall job performance in most jobs and correlates with a candidate's ability to learn new skills and to solve complex problems. Personality characteristics determine how well the candidate will fit-in with a corporate culture. Knowledge and skills indicate how much training will be needed before a new employee becomes productive. Finally, relevant behavioral history detects counter-productive behaviors that can impact job performance.

The Uji Kompetensi Standar Layanan Pelanggan test includes an animated work simulation in which candidates meet customers, colleagues and supervisors in a job-related context. Post-test surveys indicate the majority of candidates react favorably to these simulations. This test also contains an automatically-scored essay component. Writing is a key skill for many jobs and also demonstrates the ability to generate, organize, and communicate relevant ideas effectively.

The specific attributes measured include:

Cognitive Ability
  • Berpikir analitis dan menaruh perhatian pada detail
  Knowledge and Skills
  • Dasar-dasar Pelayanan Pelanggan
  • Penulisan
Personality
  • Integritas
  • Kemampuan beradaptasi
  • Dorongan
  • Kerja tim
  Emotional Intelligence
  • Kemampuan Berbagi serta Penguasaan Diri
Behavioral History
  • Survei Sejarah - Kinerja
  • Survei Sejarah - Masa Jabatan
 

Following completion, the test produces a Candidate Selection Report that includes an overall score and detailed scores for each attribute. The overall score weighs each of the factors based on research and analysis from the U.S. Government's Occupational Information Network (O*Net). O*Net represents over a decade of dedicated research evaluating the relative importance of various factors that lead to success in almost 1,000 different job roles.

The Candidate Selection Report also provides expert interview questions that help you probe critical or low-scoring areas, along with a guide for noting your evaluation of the candidate's responses. Consistent use of an interview guide is an important part of gaining better candidate insights and making better hiring decisions.

Language:Bahasa (ID)
Time to Complete:40 Minutes (Approximately)
O*Net SOC Code:43-4051.00
Simulation Context:Customer Service with Email
O*Net Context:Office and Administrative Support
More information about this Job
Annual US Wages (2020)
Bottom 10%:
$24,120 or less
Bottom 25%:
$28,760 or less
Median:
$35,830 (Average)
Top 25%:
$45,400 or more
Top 10%:
$57,830 or more

Hourly US Wages (2020)
Bottom 10%:
$11.59 or less
Bottom 25%:
$13.83 or less
Median:
$17.23 (Average)
Top 25%:
$21.83 or more
Top 10%:
$27.80 or more

US Employment Statistics
2019:
3,018,800
2029 (projected):
2,959,800
Annual U.S. Job Openings:350,200

Top Knowledge Requirements
  • Customer and Personal Service
  • English Language
  • Clerical
  • Computers and Electronics
  • Mathematics
  • Communications and Media
  • Telecommunications
Top Skills
  • Active Listening
  • Speaking
  • Service Orientation
  • Reading Comprehension
  • Persuasion
  • Critical Thinking
  • Social Perceptiveness
  • Monitoring
Top Abilities
  • Oral Comprehension
  • Oral Expression
  • Speech Clarity
  • Speech Recognition
  • Written Expression
  • Problem Sensitivity
  • Near Vision
  • Written Comprehension
Education Requirements
No High School Diploma:
4%
High School Diploma:
67%
Post-Secondary Certificate:
3%
Some College:
6%
Associate's Degree (2 yr):
4%
Bachelor's Degree:
16%
This graphic shows the percentage of people in this role who have their highest education in each category.
Related Work Experience Requirements
None:
7%
3 - 6 Months:
21%
6 Months - 1 Year:
14%
1 - 2 Years:
43%
2 - 4 Years:
7%
4 - 6 Years:
4%
This graphic shows the percentage of people in this role whose related work experience before they entered this position falls into each category.

Alternate Titles for this Role: Account Adjuster, Account Representative, Adjustment Clerk, Automotive Service Advisor, Automotive Service Writer, Bill Adjuster, Call Center Representative, Claim Adjuster, Claim Agent, Claim Approver, Claim Clerk, Claim Processor, Claim Representative, Claim Taker, Claims Assistant, Claims Clerk, Claims Customer Service Representative, Clerical Adjudicator, Client Relations Specialist, Client Service Representative, Client Services Representative, Client Support Professional, Compensation Adjuster, Complaint Adjuster, Complaint Clerk, Contact Center Specialist, Customer Advocate, Customer Care Representative (CCR), Customer Care Service Representative, Customer Care Specialist, Customer Complaint Clerk, Customer Contact Specialist, Customer Relations Representative, Customer Service Agent, Customer Service Assistant, Customer Service Associate, Customer Service Clerk, Customer Service Consultant, Customer Service Coordinator, Customer Service Officer, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Customer Support Representative (Customer Support Rep), Field Service Representative, Hub Associate, Inbound Customer Service Representative, Lineman Service or Work Dispatcher, Lost and Found Clerk, Member Services Representative, Membership Coordinator, Merchandise Complaint Adjuster, Passenger Relations Representative, Phone Representative, Policyholder Information Clerk, Product Support Specialist, Return Clerk, Return-to-Factory Clerk, Sales Facilitator, Service Advocate Contact, Service Representative, Service Writer, Telephone Service Adviser, Tire Adjuster, Trouble Clerk, Utilities Customer Service Representative, Utility Bill Complaints Investigator, Verifying Specialist, Warranty Administrator, Warranty Clerk

Related Jobs based on Skills & Abilities: Bill and Account Collectors, Interviewers, Except Eligibility and Loan, Receptionists and Information Clerks, Reservation and Transportation Ticket Agents and Travel Clerks, Hotel, Motel, and Resort Desk Clerks, Credit Authorizers, Checkers, and Clerks, New Accounts Clerks, Court, Municipal, and License Clerks, Cargo and Freight Agents, Switchboard Operators, Including Answering Service, Insurance Claims and Policy Processing Clerks, Human Resources Assistants, Except Payroll and Timekeeping, Office Clerks, General, Secretaries and Administrative Assistants, Except Legal, Medical, and Executive, Retail Salespersons, Tellers


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Read the Reviews
"Amazing Service and Spot-On Testing"
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"Truly takes out the guess work"
"Hiring managers can easily understand the reports"

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