Candidate care Specialist Role
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GENERAL SUMMARY:
The primary function is to respond to a variety of escalated inbound inquiries through call / email / chat.
DUTIES & RESPONSIBILITIES:
Handle level 2 (escalated) issues from candidates in a professional and positive manner.
Coach Customer Service Representatives (level 1) in handling candidate inquiries.
Interface between customers, clients and test centers in a professional and efficient manner.
Identify trends and propose action plans to effectively manage candidate escalations.
Work closely with the client services team to proactively improve on client related escalations.
Maintain a high degree of quality and accuracy in complete tasks.
Takes ownership of candidate issues and demonstrates a passion for quality customer service.
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
1-2 years of Customer Service experience
Strong communication skills in written and spoken English
Exceptional decision making ability
Ability to work on a variety of tasks simultaneously
Ability to prioritize while being self-directed
Attentive, accurate and focused, with careful eye for detail
Ability to handle confidential material relating to employee and company information
- Strong work history showing excellent accountability and reliability