Customer Service Agent

DUTIES AND 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 telephone calls and emails 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 REQUIREMENTS Minimum SPM with 1 year of relevant working experience. Excellent command of spoken and written English and Cantonese. Immaculate telephone manners and communication skills. Excellent listening skills, critical thinker with attention to detail. Data entry, spelling, grammar and proofreading skills required. Ability to work in both a team environment and autonomously. Minimum typing speed of 25 words per minute Strong PC skills in a MS Windows based environment (including MS Office--Excel, Word) Demonstrate high degree of integrity and confidentiality