Testing Accommodations Advocate [Malaysia]

 

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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.

Core Responsibilities:
Customer Service

• Work directly with candidates to schedule exams, order assistive personnel/equipment/software and process applications needed to ensure a stellar exam experience.
• End to end ownership of the candidate experience. Follow the candidate from registration process through the completion of their testing and post-test related concerns.
• Research/respond to escalations, complaints and referrals from candidates representing Executive team
• Meet or exceed management goals for service levels, metrics KPIs, quality assurance and attendance
• Answer calls within management standards, consistently deliver quality call handling and meet established metric goals
• Maintain punctuality and attendance within company guidelines

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 in a timely manner.

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 accurately and concisely within the data capture systems and ensure data is maintained.
• 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

Knowledge, Experience & Skills

• A minimum of 2 years work experience in a contact center environment
• Fundamental understanding of ADA (Americans with Disabilities Act)
• Ability to manage sensitive candidate concerns in an empathetic and professional manner
• An excellent performance record that demonstrates accountability and reliability.
• Excellent verbal, written and interpersonal skills
• Ability to work on a variety of tasks simultaneously
• Able to work with cross-functional teams
• Ability to adjust to changes in workload
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)
• Experience in case management is a plus (Salesforce)

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.

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