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Candidate Care Specialist

1 month ago

Kuala Lumpur, Malaysia Prometric Full time

**Core Responsibilities**:
Complaint Management

Continuous Improvement
- Identify and report issues causing complaints to improve processes and procedures.
- Share information and knowledge with other teams and team members to reduce the number of repeated issues.

Process and Tools
- Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers

Quality to Accountability
- Achieve and maintain all key quality and productivity metrics in the performance scorecard
- To ensure excellent reliability with mínimal 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, to share best practice and flag issue to the Team Leader.
- Based upon volumetric demands there will be a requirement to support transactions during weekends.

Knowledge, Experience & Skills
- 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 2-3 years’ experience in Customer Support or Contact Center, preferably with American clients
- An excellent performance record that demonstrates accountability and reliability.
- Good attendance record with no formal disciplinary action(s) for the past 12 months.
- Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)
- Salesforce knowledge is an added advantage
- The person must be able to work shift and weekends if required