DUTIES & RESPONSIBILITIES:
- Handle level 2 (escalated) issues from candidates in a professional and positive manner.
- Coach Customer Service Representatives (level 1) in handling candidate inquiries.
- Interface between customers, clients and test centers in a professional and efficient manner.
- Identify trends and propose action plans to effectively manage candidate escalations.
- Work closely with the client services team to proactively improve on client related escalations.
- Maintain a high degree of quality and accuracy in complete tasks.
- Takes ownership of candidate issues and demonstrates a passion for quality customer service.
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- 1-2 years of Customer Service experience
- Strong communication skills in written and spoken English
- Exceptional decision making ability
- Ability to work on a variety of tasks simultaneously
- Ability to prioritize while being self-directed
- Attentive, accurate and focused, with careful eye for detail
- Ability to handle confidential material relating to employee and company information
- Strong work history showing excellent accountability and reliability
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