Reports To : Global Candidate Care Supervisor
Department : Global Candidate Services
Location : KL, Malaysia
SUMMARY:
The role of a Candidate Care Specialist supporting the global markets mainly the North America region is to deliver exceptional customer service, ensuring candidate complaints are resolved in a timely and compliant manner while working closely with internal teams and clients to implement the best possible solution. As the candidate facing entry point for critical defects and escalations, Candidate Care Specialists are the key to service excellence – utilizing on the spot problem solving, lateral thinking, and process application and cross functional communications to strengthen the value of the Prometric’s brand.
Core Responsibilities:
Complaint Management
• Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric’s terms and policies.
• Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues within the agreed SLAs/SLOs.
Continuous Improvement
• Identify and report issues causing complaints to improve processes and procedures.
• Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.
• Share information and knowledge with other teams and team members to reduce the number of repeated issues.
Process and Tools
• Capture all candidate contact/pertinent information (as dictated in PII policy) accurately and concisely within the data capture systems, while ensuring data is maintained.
• Follow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.
• Utilize appropriate tools to ensure the candidate always receives relevant and accurate information.
• Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers
Quality to Accountability
• Achieve and maintain all key quality and productivity metrics in the performance scorecard
• To respond to incoming calls, emails, displacements, refunds & reimbursement, and outbound tasks within a specified SLA/SLO, according to company guidelines and quality assurance standards.
• 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, to share best practice and flag issue to the Team Leader.
• Based upon volumetric demands there will be a requirement to support transactions during weekends.
Knowledge, Experience & Skills
• Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills
• An empathetic powerhouse: you feel for your fellow customers and want to solve their issue
• A natural leader: you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment
• Highly communicative: you can get your point across both interpersonally and asynchronously
• A minimum of 2-3 years’ experience in Customer Support or Contact Center, preferably with American clients
• An excellent performance record that demonstrates accountability and reliability.
• Good attendance record with no formal disciplinary action(s) for the past 12 months.
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)
• Salesforce knowledge is an added advantage
• The person must be able to work shift and weekends if required
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