Multilingual Customer Service Competency Self-Assessment Form

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.