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Candidate Care Specialist

Keywords / Skills : Customer Services, Customer support, SME, Subject matter expert, Customer Care, customer service escalation

1 - 3 years
Posted: 2019-02-15

Job Description
  • The role of a Candidate Care Specialist is to deliver exceptional customer service, ensuring candidate complaints are resolved within agreed SLA / SLO, while working closely with internal teams and clients to implement the best possible solution that meets candidate(s), client(s) & business needs. 
  • As the candidate facing entry point for critical defects and escalations, Candidate Care Specialists are the key to service excellence – utilizing on the spot problem solving techniques, tools, lateral thinking, process application and cross functional communications to strengthen the value of the Prometric’s brand. 
Core Responsibilities: 
Complaint Management
  • Ensure that all candidate queries, escalations and concerns are managed to professionally, abiding by Prometric’s terms, policies & processes. 
  • Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric’s groups to resolve issues within the agreed SLAs/SLOs. 
Continuous Improvement
  • Identify and report issues resulting in complaints, to improve/enhance processes and procedures. 
  • Understand current business processes and tools, which impact our candidates and work with the necessary owners internally to permanently resolve any possible defects. 
  • Share information and knowledge with other teams and members to reduce the number of repeated issues. 
Process and Tools
  • Capture all candidate contact/pertinent information (as dictated in PII policy) accurately and concisely within the 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, while keeping all relevant parties informed of actions taken to resolve the issue(s). 
  • Utilize appropriate tools to ensure the candidate receives relevant and accurate information at all times. 
  • Manage and oversee actions of high profile cases minimizing any possible liabilities towards Prometric and its clients
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 candidate/client and want to solve their issue(s) 
  • A natural leader: you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment 
  • Highly communicative: Ability to speak and understand English, write business letters and reports. Able to get your point across both interpersonally and asynchronously. 
  • A minimum of 12 months experience within Prometric Candidate Services, with a performance record that demonstrates accountability & reliability, with no attendance related issues and/or no formal disciplinary action(s) in the past 12 months 
  • Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel) 
  • For external applicants: 1 – 2 years Level 2 customer service escalation/ complaint handling experience 
  • Candidate should at least possess Diploma (Advanced / Higher or Graduate) Bachelor’s Degree or equivalent
Additional Information:
  • Working hours - Night shift (8 hours) (8pm to 5pm) 
  • Excellent spoken & written English / No Malaysian accent 
  • Preferably candidate Level 2 customer service escalation/ complaint handling experience - at least 2 years 
  • Experience in working EMEA shift / Willing to work EMEA shift 
  • Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel) 
  • Salary Package - RM2900 + Shift Allowance RM400 + Transport Allowance RM400 
  • Observe US PH 
  • Malaysian only 

About Company

Prometric is a trusted leader in global test development and delivery solutions for academic, corporate, financial, government, healthcare, professional associations, and technology markets. We operate as an independent, Delaware-based company owned by investment funds affiliated with BPEA and governed by a Board whose membership represents an exceptional balance of skills and experience. Our commitment to service quality and a set of strong corporate values support test takers worldwide who take more than seven million tests each year in more than 180 countries. As a strategic partner, we work closely with clients to advise, develop, manage and deliver comprehensive solutions that feature unparalleled test development and delivery expertise as well as the industry’s most integrated, technology-enabled environment across the world’s most secure testing network or through the conveniences of online testing services. For more information, please visit
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