Candidate Care Specialist

Prometric•White Marsh, MD

9d•Onsite

About The Position

We have an exciting opportunity for a Global Candidate Care Specialist. The Global Candidate Care Specialist provides timely, accurate, and compassionate responses and resolutions to test taker inquiries and escalations in order to achieve customer satisfaction. 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.

Requirements

High school diploma or equivalent
A minimum of 2 years’ experience in handling Customer Support or Contact Center, customer complaints and escalations.
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
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)

Nice To Haves

Salesforce and AVAYA knowledge is an added advantage

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, in order 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.