Customer Service Representative - (FT)

Prometric; Toronto; On-site; CAD 42,000 - 54,000; Full time

Job summary

Paragon Testing Enterprises, a Prometric Company, is seeking a dedicated Customer Service Associate in Toronto to assist prospective test takers, end-user clients, and partner organizations with registrations, inquiries, and materials.

You will handle email, phone, and live chat support, process registrations, transfers, and cancellations, and help ensure a smooth testing experience. Must be eligible to work in Canada and able to work rotating weekend shifts.

Qualifications

• At least one year of work experience in customer service.
• Sensitivity to inquiries from test takers for whom English is not their first language.
• Knowledge of business and office procedures and their applications.
• Experience with Windows Office applications including Excel, Word, Access and email.
• Ability to pay careful attention to detail, work within a team, and meet deadlines.
• Excellent written and oral communication and strong interpersonal skills.
• Must be eligible to work in Canada and willing to work weekend shifts.

Responsibilities

• Provide comprehensive customer service to test takers via email, phone and online chat.
• Process registrations, transfers and cancellations promptly.
• Promote Paragon's tests and instructional materials to prospective test-takers and stakeholders.
• Refine procedures for delivery and implementation of tests and materials.
• Input updates to registration and reporting databases.
• Track customer requests and contribute to service improvements.

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Multitasking

Tools

Windows Office

Excel

Word

Access

Email

Job description

Prometric ( www.prometric.com ) is a trusted test development and delivery provider to more than 300 organizations worldwide. 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.

Paragon Testing Enterprises, a Prometric Company

Full-time

Toronto, ON

POSITION SUMMARY:

The successful candidate will work under the guidance and direction of the Customer Service Supervisor, to provide customer service to prospective test takers, end-user clients, and partner organizations regarding Paragon's tests and instructional materials.

Work Schedule:

The candidate will be required to work five 8-hour shifts between Monday and Sunday, between 8:30am - 5:00pm EST.

RESPONSIBILITIES:

• Providing comprehensive customer service to test takers via email, telephone, and online chat.
• Processing customer requests (i.e., registrations, transfers, and cancellations) in a timely manner.
• Promoting the consumption and delivery of Paragon's tests and instructional materials to prospective test-takers, end-user clients, and stakeholders.
• Refining procedures for effective delivery and implementation of Paragon's tests and instructional materials.
• Providing input to updates of registration and reporting databases.
• Tracking customer requests and providing input for improving customer service.

REQUIREMENTS:

• At least one year of work experience in customer service.
• Sensitivity to inquiries from test takers for whom English is not their first language.
• Knowledge and experience with business and office procedures, practices, and their applications.
• Experience with computer business applications required including Windows Office (Excel, Word, Access) and email.
• Ability to pay careful attention to detail, to work effectively within a team environment, to exercise tact, discretion, and confidentiality, and to work under pressure to meet deadlines.
• Effective oral and written communication, strong interpersonal skills, problem solving, customer service, and organizational skills.
• Must be eligible to work in Canada.
• Will be required to work weekend shifts, on a rotating basis.

Prometric is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other factors considered discriminatory.