Testing Accommodation Advocate (CFA)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Job Description

Posted Tuesday 8 July 2025 at 16 : 00 | Expires Thursday 31 July 2025 at 15 : 59 SUMMARY : We are looking for customer-oriented, self-driven, energetic individuals who are hungry for an excellent opportunity to get their foot in the door of a fast-growing, global organization! As a Testing Accommodation Advocate, you'll become part of a team of professionals who delivers exceptional customer service while ensuring candidates with approved ADA (Americans with Disabilities Act) accommodations are arranged respectively while working closely with internal teams and clients to implement the best possible solution. Testing Accommodation Advocate 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. We believe that employees are at the heart of our organization and drive our success. Highly desirable shift hours between 8pm and 6am MYT, Monday through Friday, with possibility of minimal weekend work if needed. This is a Work from Home environment, with extended periods of time sitting at a desk handling inbound phone calls and / or processing applications via computer.

DUTIES & RESPONSIBILITIES :

• Collaborate directly with candidates to coordinate exam schedules, procure necessary assistive personnel / equipment / software, and facilitate the application process to ensure an exceptional exam experience.
• Take end-to-end ownership of the candidate journey, guiding them from registration through the entire testing process and addressing any post-test concerns.
• Strive to surpass management goals in performance scorecard metrics, quality assurance, punctuality, and attendance.
• Respond to calls in accordance with management standards, consistently delivering high-quality call handling and meeting established metric goals.
• Manage candidate inquiries with excellence, adhering to Prometric's terms and policies.
• Exhibit ownership of candidate issues, demonstrating urgency, and proactively collaborate with internal Prometric teams to swiftly resolve concerns.
• Identify and report issues leading to complaints, contributing to continuous improvement of processes and procedures.
• Understand current business processes and tools affecting candidates, collaborating with internal stakeholders to permanently address any defects.
• Accurately and concisely capture all candidate contacts within data capture systems, ensuring quality case management.
• Utilize appropriate tools to provide candidates with relevant and accurate information consistently.
• Oversee actions and high-profile cases to minimize company liabilities, including the imposition of financial penalties against consumers and customers.
• Attend required training sessions to continuously enhance knowledge of practices, procedures, policies, and clients.
• Actively participate in team meetings and huddles, sharing best practices and promptly flagging issues to the Supervisor. KNOWLEDGE, SKILLS & ABILITIES REQUIRED :
• Candidate should at least possess SPM, Diploma (Advanced / Higher or Graduate) Bachelor’s
• Degree or equivalent
• A minimum of 2-3 years’ experience in Customer Support or Contact Center, preferably with American clients
• 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) Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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