Customer Service Representative

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

Posted Thursday, March 20, 2025 at 4 : 00 PM | Expires Monday, April 14, 2025 at 3 : 59 PM 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. DUTIES & RESPONSIBILITIES : To assist the candidate with all aspects of the testing process from registration to test delivery. To interface between candidates, clients and test sites in a professional and efficient manner. Follow company guidelines in issuing Promo Codes / Emergency Vouchers whilst adhering to Contact Centre policies and procedures. Achieve and maintain all key quality and productivity metrics. Escalate unresolved candidate grievances to designated departments for further investigation. To respond to incoming chats within a specified timeframe according to company guidelines. To respond to incoming emails within a specified timeframe according to company guidelines. To respond to incoming calls within a specified timeframe according to company guidelines. 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. To meet agreed objectives enabling the corporate objectives to be achieved. Continuously identify work process improvements and communicate to Team Leaders and (or) Management Team. KNOWLEDGE, SKILLS & ABILITIES REQUIRED : Candidate should at least possess SPM, Diploma (Advanced / Higher or Graduate) Bachelor’s Degree or equivalent. Experience in Customer Service. Excellent written and spoken English. Applicants should be willing to work on rotational shift, which covers both weekends and public holidays and night shift. 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. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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