About Us : Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies.

We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Job Title : Global Candidate Care Specialist

Reports To : Global Candidate Care Supervisor

Department : Global Candidate Services

Location : Baltimore, Maryland

SUMMARY :

We are looking for customer-oriented, self-driven, energetic individuals who are hungry for an excellent opportunity to get their foot in the door of a fast-growing, global organization! As a Candidate Care Specialist, you’ll be supporting the global markets mainly the North America region to deliver exceptional customer service, ensuring candidate complaints are resolved in a timely and compliant manner while working closely with internal teams and clients to implement the best possible solution.

As the candidate facing entry point for critical defects and escalations, Candidate Care Specialists are the key to service excellence utilizing on the spot problem solving, lateral thinking, and process application and cross functional communications to strengthen the value of the Prometric’s brand.

Highly desirable shift hours between 8am and 6pm EST, Monday through Friday, with possibility of weekend support if needed.

This is a work with extended periods of time sitting at a desk handling inbound phone calls and / or processing applications via computer.

DUTIES & RESPONSIBILITIES :

Quality to Accountability

• Achieve and maintain all key quality and productivity metrics in the performance scorecard
• To respond to incoming calls, emails, displacements, refunds & reimbursement, and outbound tasks within a specified SLA / SLO, according to company guidelines and quality assurance standards.
• 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, to share best practice and flag issue to the Team Leader.
• Based upon volumetric demands there will be a requirement to support transactions during weekends.

Complaint Management

• Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric’s terms and policies.
• Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues within the agreed SLAs / SLOs.

Continuous Improvement

• Identify and report issues causing complaints to improve processes and procedures.
• Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.
• Share information and knowledge with other teams and team members to reduce the number of repeated issues.

Process and Tools

• Follow escalation and complaint procedures to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.
• Utilize appropriate tools to ensure the candidate always receives relevant and accurate information.
• Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers

KNOWLEDGE, SKILLS & ABILITIES REQUIRED :

Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s

Degree or equivalent

• Inquisitive and hungry to explore : every new task is an opportunity for you to learn and improve your skills
• An empathetic powerhouse : you feel for your fellow customers and want to solve their issue
• A natural leader : you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment
• Highly communicative : you can get your point across both interpersonally and asynchronously
• A minimum of 2-3 years’ experience in Customer Support Escalations or Contact Center, preferably with American clients or have a neutral accent.
• An excellent performance record that demonstrates accountability and reliability.
• Good attendance record with no formal disciplinary action(s) for the past 12 months.
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)
• Salesforce knowledge is an added advantage

The person must be able to work shift and weekends if required

Last updated : 2024-05-08