Customer Service Representative

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.

Summary

The Customer Service Representative will provide first line exam support to candidates. The successful candidate will require an aptitude for working with team to undertake registration, candidate cares, and to help ensure candidates are good experience in testing. There is also a range of administration duties within this role.

Principal Responsibilities And Accountabilities

• 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.
• Follow company guidelines in issuing Promo Codes/Emergency Vouchers whilst adhering to Contact Centre policies and procedures. Achieve and maintain all key quality and productivity metrics. Escalate unresolved candidate grievances to designated departments for further investigation.
• To respond to incoming calls, chats within a specified timeframe according to company guidelines. To respond to incoming emails within a specified timeframe according to 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 Leader.
• Keep self-updated on training, new initiatives, and latest updates.
• Create and Maintain Reports for Clients (Excel).
  
  

Requirements

• Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s Degree.
• Experience of up 1 year in Customer Service and call center operation is highly preferred.
• Good communication in read and written English.
• Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
• Basic computer skills in MS office products - Word, Excel, PowerPoint.
• Applicants should be willing to work on rotational shift, which covers both weekends and public holidays.
• Have strong communication skills
• Have a strong sense of responsibility and good service awareness and be able to identify with the company's corporate culture
  
  

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.