Job Description

Requirements - Knowledge, Experience & Skills

Minimum

1 year of experience

handling customer escalations. Advanced customer service skills in a

contact center environment

. Case management experience (clinical or non-clinical) is a plus. Basic understanding of

ADA

, escalations, and complaint management. Ability to manage sensitive concerns empathetically and professionally. Proven performance record demonstrating accountability and reliability. Strong

verbal, written, and interpersonal communication

skills. Curious and proactive approach to learning new tasks and improving skills. Strong

organizational skills

and ability to multitask. Flexibility to adjust to workload changes.

Core Responsibilities

Customer Service

Schedule exams, order assistive personnel/equipment/software, and process applications for candidates with accommodations. Provide

end-to-end ownership

of the candidate experience--from registration to post-test concerns. Research and respond to escalations, complaints, and referrals, including those directed to the Executive team. Meet or exceed KPIs, quality assurance standards, and attendance goals. Answer calls within service standards and consistently deliver quality handling. Maintain punctuality and adherence to company attendance guidelines.

Complaint Management

Handle escalations and complaints professionally, following Prometric's policies. Demonstrate ownership, urgency, and proactive communication with internal teams to resolve issues.

Continuous Improvement

Identify and report issues causing complaints to enhance processes and procedures. Collaborate with internal stakeholders to resolve recurring defects permanently. Share knowledge with teammates to minimize repeated issues.

Process and Tools

Accurately capture all candidate contact details in the system and maintain updated data. Follow escalation and complaint procedures, keeping all parties informed of actions and resolutions. Use appropriate tools to provide candidates with accurate and relevant information. Oversee high-profile cases to minimize liabilities, including financial penalties when necessary.

Subject Matter Expert (SME) and Change Champion

Stay updated on ADA, Testing Accommodations (TA), and Candidate Care procedures. Promote and adopt process changes effectively as a role model for the team.
Job Types: Full-time, Permanent

Pay: Up to RM6,000.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person