Customer Service Advocate

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Prometric Ireland Limited Full time

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

We are seeking a highly skilled Customer Service Advocate to join our team as a Candidate Care Specialist. This role is responsible for delivering exceptional customer service, ensuring candidate complaints are resolved in a timely and compliant manner.

As the candidate-facing entry point for critical defects and escalations, Candidate Care Specialists play a key role in service excellence – utilizing on-the-spot problem-solving, lateral thinking, and process application to strengthen the value of Prometric's brand.

  • 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 groups to resolve issues within 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 necessary owners internally to permanently resolve any defects.

Core Responsibilities:

Complaint Management:

  1. Capture all candidate contact/pertinent information accurately and concisely within data capture systems, while ensuring data is maintained.
  2. 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.
  3. Utilize appropriate tools to ensure the candidate always receives relevant and accurate information.

Process and Tools:

  1. Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers.
  2. Achieve and maintain all key quality and productivity metrics in the performance scorecard.

Quality to Accountability:

  1. To respond to incoming calls, emails, displacements, refunds & reimbursement, and outbound tasks within a specified SLA/SLO, according to company guidelines and quality assurance standards.
  2. To ensure excellent reliability with minimal unplanned absences as per company guidelines.


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