Reports To : Team Leader
Department : Global Candidate Services
Location : Kuala Lumpur, Malaysia
DUTIES AND RESPONSIBILITIES
- 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 telephone calls and emails within a specified timeframe according to company guidelines
- 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, in order to share best practice and flag issue to the Team Leader
- To meet agreed objectives enabling the corporate objectives to be achieved
- Continuously identify work process improvements and communicate to Team Leaders and (or) Management Team
- Minimum SPM with 1 year of relevant working experience.
- Excellent command of spoken and written English and Cantonese.
- Immaculate telephone manners and communication skills.
- Excellent listening skills, critical thinker with attention to detail.
- Data entry, spelling, grammar and proofreading skills required.
- Ability to work in both a team environment and autonomously.
- Minimum typing speed of 25 words per minute
- Strong PC skills in a MS Windows based environment (including MS Office--Excel, Word)
- Demonstrate high degree of integrity and confidentiality.