Customer Service Advocate
5 days ago
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Job DescriptionWe 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:
- Capture all candidate contact/pertinent information accurately and concisely within data capture systems, while ensuring 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.
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.
- Achieve and maintain all key quality and productivity metrics in the performance scorecard.
Quality to Accountability:
- 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.
- To ensure excellent reliability with minimal unplanned absences as per company guidelines.
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