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Testing Accommodations Advocate

2 weeks ago

Remote, Malaysia Bread Manufacturing Full time 42,000 per year

Working Days: Monday - Friday

Working Hours: s between 8pm and 6am MYT

Additional Benefits: WFH Allowance, Shift Allowance

DUTIES & RESPONSIBILITIES:

  • Collaborate directly with candidates to coordinate exam schedules, procure necessary assistive personnel/equipment/software, and facilitate the application process to ensure an exceptional exam experience.
  • Take end-to-end ownership of the candidate journey, guiding them from registration through the entire testing process and addressing any post-test concerns.
  • Strive to surpass management goals in performance scorecard metrics, quality assurance, punctuality, and attendance.
  • Respond to calls in accordance with management standards, consistently delivering high-quality call handling and meeting established metric goals.
  • Identify and report issues leading to complaints, contributing to continuous improvement of processes and procedures.
  • Understand current business processes and tools affecting candidates, collaborating with internal stakeholders to permanently address any defects.
  • Accurately and concisely capture all candidate contacts within data capture systems, ensuring quality case management.
  • Utilize appropriate tools to provide candidates with relevant and accurate information consistently.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

  • Candidate should at least possess SPM, Diploma (Advanced / Higher or Graduate) Bachelor's Degree or equivalent
  • A minimum of 2-3 years' experience in Customer Support or Contact Center, preferably with American clients
  • Ability to manage sensitive candidate concerns in an empathetic and professional manner
  • An excellent performance record that demonstrates accountability and reliability.
  • Excellent verbal, written and interpersonal skills
  • Ability to work on a variety of tasks simultaneously
  • Able to work with cross-functional teams
  • Ability to adjust to changes in workload
  • Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)
  • Experience in case management is a plus (Salesforce)

Job Types: Full-time, Contract

Contract length: 6 months

Pay: RM2, RM3,500.00 per month

Work Location: Remote