Candidate Care Specialist

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Posted Thursday 23 January 2025 at 16 : 00 | Expires Friday 14 February 2025 at 15 : 59

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.
• 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

Quality to Accountability

Knowledge, Experience & Skills

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia #J-18808-Ljbffr