Customer Service Agent-French speaker

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Position: Candidate Care Specialist French Speaker- Permanent Position

Client: Prometric Technology Sdn Bhd

Location: KL,Malaysia

• Working hours:8pm/9pm 5am/6am MYT US hours
• Working day: Mon Fri

JOB OVERVIEW

SUMMARY:

The role of a Candidate Care Specialist is to deliver exceptional customer service while ensuring international

testing accommodation scheduling and 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 testing accommodations, critical defects and escalations, Candidate Care Specialist 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 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.

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

Knowledge, Experience & Skills

Ability to communicate clearly in spoken and written French and English.

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

A minimum of 3 years working experience.

An excellent performance record that demonstrates accountability and reliability.

Ability to adjust to changes in workload

Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel