· Collaborate directly with candidates to coordinate exam schedules, procure necessary assistive personnel/equipment/software, and facilitate the application process to ensure an exceptional exam experience.

· Take end-to-end ownership of the candidate journey, guiding them from registration through the entire testing process and addressing any post-test concerns.

· Strive to surpass management goals in performance scorecard metrics, quality assurance,

Punctuality, and attendance.

· Respond to calls in accordance with management standards, consistently delivering high-quality call handling and meeting established metric goals.

· Manage candidate inquiries with excellence, adhering to company's terms and policies.

· Exhibit ownership of candidate issues, demonstrating urgency, and proactively collaborate with internal company teams to swiftly resolve concerns.

· Identify and report issues leading to complaints, contributing to continuous improvement of processes and procedures.

· Understand current business processes and tools affecting candidates, collaborating with internal stakeholders to permanently address any defects.

· Accurately and concisely capture all candidate contacts within data capture systems, ensuring quality case management.

· Utilize appropriate tools to provide candidates with relevant and accurate information consistently.

· Oversee actions and high-profile cases to minimize company liabilities, including the imposition of financial penalties against consumers and customers.

· Attend required training sessions to continuously enhance knowledge of practices, procedures, policies, and clients.

Knowledge, Skills & Abilities Required:

· Candidate should at least possess SPM, Diploma (Advanced / Higher or Graduate) Bachelor's Degree or equivalent

· Experience in Customer Support or Contact Center, preferably with American clients

· Ability to manage sensitive candidate concerns in an empathetic and professional manner

· An excellent performance record that demonstrates accountability and reliability.

· Excellent verbal, written and interpersonal skills

· Ability to work on a variety of tasks simultaneously

· Able to work with cross-functional teams

· Ability to adjust to changes in workload

· Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)

· Experience in case management is a plus (Salesforce)

Customer Service Representative - US Voice

Customer Service Representative