Customer Service Representative |Voice Process|Rotational Shifts|

About Us

Prometric is a trusted test development and delivery provider to more than 300 organizations worldwide. To start a new career, further developing existing skills or adding qualification for a promotion, taking school entrance exams or simply for professional development, people taking tests want a reliable, convenient, and hassle-free experience. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

Moreover, please visit the detailed Company profile @ www.prometric.com

Please find below Job Description & Interview details for your reference.

Position Summary

The Operations Specialist at Prometric serves as the primary point of contact for an assigned portfolio of test delivery points (test centers, proctors, events, etc.) working in a team-based environment. This individual with provide triage of urgent requests and work with test delivery staff to properly resolve all inquiries. This includes educating staff as to where they can access information for self-service. This role requires that all interactions be documented for easy retrieval for future inquiries, as well as overall analysis to identify improvement opportunities in how we handle candidate operational issues.

Key Responsibilities
• Work cross-functionally with internal departments to meet test center servicing needs and ensure high levels of customer satisfaction
• Build effective working relationships with testing sites in assigned portfolio
• Eliminate the re-incidence of operational issues by creating, documenting, and communicating resolutions
• Work in a team-based environment, promoting a service excellence culture
• Improve response times via phone, email, and chat to ensure exceptional customer experiences
• Field, triage, diagnose and resolve basic issues; provide closed-loop follow-through and resolution of issues
• Define and manage troubleshooting best practices for team including providing backstop-support before escalating to Operational Service Manager
• Collect and compile recurring issues, document cases for management to prioritize as needed

Qualifications
• Any Graduate / Postgraduate
• Demonstrated customer/client focus
• Minimum 1 – 2 years of customer/client handling experience via phone calls
• Ability to demonstrate cultural awareness to function as a part of a global team
• Good conflict resolution skills and respect for others
• Good interpersonal and communication skills over telephone, email, and other platforms
• Self-starter and independent worker
• Proficient with Microsoft Office (Word, Excel, Outlook)
• Experience or familiarity with Salesforce is a plus

Key Points To Note
• Job Location: Cyber City, Gurgaon
• Cab Facility: Available, except Noida, Northeast Delhi & Faridabad
• Weekly Offs: 2 (Roster Based, not necessarily Saturday & Sunday)
• Night Shift Allowance: INR 2500/- per month
• Shift Timings: +:00 am – 6:00 pm / 4:30 pm – 1:30 am / +:00 pm – 6:00 am (all time zones are in IST), Shift changes every month

If you are interested in the above opportunity, please share the below mentioned details along with a copy of your updated resume at indiahr@prometric.com

Current CTC

Expected CTC

Notice Period

Current Location

Willing to Relocate to Gurgaon, if selected (Yes/No)

Regards,

Human Resources

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