JB-725
Job Title : Testing Accommodation Advocate (Contract)
Job Category Type : Human Resource
Currency : Malaysian Ringgit(MYR)
Salary : MYR 0
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Job Description :
| JOB DESCRIPTION | - Work directly with candidates to schedule exams, order assistive personnel/equipment/software and process applications needed to ensure a stellar exam experience. - End to end ownership of the candidate experience. Follow the candidate from registration process through the completion of their testing and post-test related concerns. - Research/respond to escalations, complaints and referrals from candidates representing Executive team - Meet or exceed management goals for service levels, metrics KPIs, quality assurance and attendance - Answer calls within management standards, consistently deliver quality call handling and meet established metric goals - Maintain punctuality and attendance within company guidelines - Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by the terms and policies. - Demonstrate ownership of candidate issues, urgency, and work proactively with internal groups to resolve issues in a timely manner. - Identify and report issues causing complaints to improve processes and procedures. - Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects. - Share information and knowledge with other teams and team members to reduce the number of repeated issues. - Capture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained. - Utilize appropriate tools to ensure the candidate always receives relevant and accurate information. - Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers |
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