Multilingual Customer Service Competency Self-Assessment Form
Name: ____________________
Position: ____________________
Assessment Period: ____________________
I. Language Proficiency (Weight: 40%)
|
Evaluation Dimension |
Scoring Criteria (1–5 points) |
Self-Score |
|
Multilingual Listening/Speaking Skills |
1: Only proficient in native language; 3: Basic fluency in 1 foreign language (e.g., English); 5: Fluent in 2+ languages (e.g., English + Spanish), able to handle complex complaints/negotiations. |
______ |
|
Translation Accuracy |
1: Frequent errors; 3: Accurate product descriptions with minor grammar issues; 5: Professional translations, no ambiguity. |
______ |
|
Cultural Sensitivity |
1: Ignores cultural differences; 3: Aware of major taboos (e.g., Middle Eastern norms); 5: Adjusts communication styles for cultural contexts. |
______ |
II. Response Efficiency (Weight: 30%)
|
Evaluation Dimension |
Scoring Criteria (1–5 points) |
Self-Score |
|
Response Speed |
1: Avg. response time >5 mins; 3: ≤3 mins; 5: Real-time responses with zero delay. |
______ |
|
Issue Resolution Rate |
1: Resolution rate <50%; 3: 70%–90%; 5: ≥95% resolution rate, no repeat complaints. |
______ |
|
Case Documentation Completeness |
1: Missing critical info; 3: Complete but unorganized; 5: Categorized by client type/issue for quick retrieval. |
______ |
III. Service Quality (Weight: 20%)
|
Evaluation Dimension |
Scoring Criteria (1–5 points) |
Self-Score |
|
Service Attitude |
1: Harsh tone, causing dissatisfaction; 3: Friendly but inflexible; 5: Proactively calms clients and offers flexible solutions. |
______ |
|
Complaint Handling |
1: Shifts blame; 3: Follows process but slow; 5: Resolves within 48 hours, ≥90% satisfaction. |
______ |
|
Cross-Department Collaboration |
1: Delays due to poor communication; 3: Coordinates logistics/tech teams; 5: Leads complex issue resolution (e.g., cross-border returns). |
______ |
IV. Product & Compliance (Weight: 10%)
|
Evaluation Dimension |
Scoring Criteria (1–5 points) |
Self-Score |
|
Product Knowledge |
1: Unfamiliar with specs; 3: Basic understanding; 5: Answers technical queries (e.g., device compatibility). |
______ |
|
Compliance Awareness |
1: Repeatedly violates prohibited items/sensitive terms; 3: Knows platform rules; 5: Proactively flags risks (e.g., religious content). |
______ |
V. Total Score & Rating
1. Total Score: Sum of (dimension score × weight). Max: 100 points.
2. Competency Level:
- 90–100: Expert Level (handles multilingual complex cases, trains juniors).
- 70–89: Proficient Level (handles daily tasks independently, needs guidance for complex issues).
- <70: Basic Level (requires language/service training).
VI. Improvement Recommendations
- Language Gaps: Enroll in Platform Multilingual Training Courses (use "Free Speech" scoring criteria from Webpage 1).
- Low Efficiency: Use AI Reply Assistants (pre-set multilingual templates).
- Weak Product Knowledge: Attend Product Training and complete the Product Knowledge Test Bank.
Note:
- This form must be completed quarterly and evaluated under the Platform Customer Service Performance Review Policy.
