Preview Questions Customer Support Specialist | Role Specific Skill

Question 1: How would you handle a situation where a helpdesk tool crashes in the middle of handling a customer issue?

Which action should you take?

Choose only one option

Notify the customer and use an alternative communication method

Wait for the issue to resolve on its own

Continue using the tool even though it's malfunctioning

Ignore the customer and escalate the issue immediately

Question 2: How would you convey empathy when a customer feels like they are not being heard during a conversation about an advertising campaign's performance?

Which action should you take?

Choose only one option

Let them vent without offering any acknowledgment of their feelings

Acknowledge their frustration, summarize their concerns, and ask for more input

Tell them you understand, but focus only on the solution

Interrupt them to make your point and correct their perception

Question 3: A customer is frustrated due to delays in a campaign. What is the best way to address their frustration in your response?

Which action should you take?

Choose only one option

Tell them to wait without any further explanation

Apologize for the delay, explain the reason, and offer compensation

Ignore the delay and focus on resolving the campaign itself

Blame the customer for the delay

Question 4: In a marketing company using Zoho Desk, which feature allows agents to track customer satisfaction after a support ticket is resolved?

Which action should you take?

Choose only one option

Workflow Rules

Automated Reports

Feedback surveys

Chatbots

Question 5: When troubleshooting broken links on an advertising landing page, what tool would be the most helpful to identify them?

Which action should you take?

Choose only one option

HTML Validator

Broken Link Checker

Performance Testing Tool

SEO Analysis Tool

Question 6: When managing multiple ongoing marketing campaigns, how do you ensure that each campaign's customer support is handled efficiently?

Which action should you take?

Choose only one option

Focus on the campaign with the highest volume of inquiries

Address all customer inquiries in a random order

Assign specific team members to manage customer support for each campaign

Resolve support issues based on campaign revenue potential