Customer Service Representative

We are looking for customer-oriented, self-driven, energetic individuals who are hungry for an excellent entry-level opportunity to get their foot in the door of a fast-growing, global organization! As a Prometric employee, you'll become part of a team of professionals who collectively know more about the testing and assessment industry than anyone in the world—all the while gaining new knowledge, skills, and experience that will enhance your career. We believe that employees are at the heart of our organization and drive our success.

Highly desirable shift hours between 8pm and 8am, Monday through Friday, with possibility of minimal weekend work. This is a contact center environment, with extended periods of time sitting at a desk handling inbound phone calls and/or processing applications via computer.

Duties & Responsibilities

• To assist the candidate with all aspects of the testing process from registration to test delivery.
• To interface between candidates, clients and test sites in a professional and efficient manner.
• Achieve and maintain all key quality and productivity metrics.
• Escalate unresolved candidate grievances to designated departments for further investigation.
• To respond to incoming chats/emails/calls within a specified timeframe according to company guidelines.
• To ensure excellent reliability with minimal unplanned absences as per company guidelines.
• To attend required training to continually learn knowledge of practices, procedures, policies and clients.
• To communicate and participate in team meetings, in order to share best practice and flag issue to the Team Manager.
• To meet agreed objectives enabling the corporate objectives to be achieved.
• Continuously identify work process improvements and communicate to Team Manager and (or) Management Team.
  
  
  

Knowledge, Skills & Abilities Required

• Candidate should at least possess SPM, Diploma (Advanced / Higher or Graduate) Bachelor’s
• Degree or equivalent
• Experience in Customer Service environment
• Excellent written and spoken English
• Ability to empathize and remain professional during all interactions
• Applicants should be willing to work on rotational shift, which covers both weekends and public holidays and night shift.