Customer Service Representative

·        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)