Customer Service Representative

Abhidi Solution Sdn Bhd; India; Remote; INR 223,000 - 446,000; Full time

Job summary

Abhidi Solution Sdn Bhd in India seeks a customer support professional to coordinate exam schedules, manage the end-to-end candidate journey, and ensure a high-quality exam experience. The role involves handling inquiries, adhering to policies, and collaborating with internal teams to resolve issues with urgency.

Strong communication and empathy are essential. Experience in call centres or customer support, familiarity with Salesforce, and MS Office are preferred.

Qualifications

• Experience in Customer Support or Contact Center, preferably with American clients.
• Ability to manage sensitive candidate concerns in an empathetic and professional manner.
• Excellent verbal, written and interpersonal skills.
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel).
• Experience in case management is a plus (Salesforce).

Responsibilities

• Collaborate directly with candidates to coordinate exam schedules, procure necessary assistive personnel/equipment/software, and facilitate the application process to ensure an exceptional exam experience.
• Take end-to-end ownership of the candidate journey, guiding them from registration through the entire testing process and addressing any post-test concerns.
• Respond to calls in accordance with management standards, consistently delivering high-quality call handling and meeting established metric goals.
• Manage candidate inquiries with excellence, adhering to company's terms and policies.
• Exhibit ownership of candidate issues, demonstrating urgency, and proactively collaborate with internal company teams to swiftly resolve concerns.
• Identify and report issues leading to complaints, contributing to continuous improvement of processes and procedures.
• Understand current business processes and tools affecting candidates, collaborating with internal stakeholders to permanently address any defects.
• Accurately and concisely capture all candidate contacts within data capture systems, ensuring quality case management.
• Utilize appropriate tools to provide candidates with relevant and accurate information consistently.
• Oversee actions and high-profile cases to minimize company liabilities, including the imposition of financial penalties against consumers and customers.
• Attend required training sessions to continuously enhance knowledge of practices, procedures, policies, and clients.

Skills

Customer support experience

Empathy

Communication skills

Interpersonal skills

Multitasking

Cross-functional collaboration

Microsoft Office

Salesforce knowledge

Education

SPM / Diploma / Bachelor's degree or equivalent

Tools

Salesforce

Microsoft Office

Job description

Responsibilities

• Collaborate directly with candidates to coordinate exam schedules, procure necessary assistive personnel/equipment/software, and facilitate the application process to ensure an exceptional exam experience.
• Take end-to-end ownership of the candidate journey, guiding them from registration through the entire testing process and addressing any post-test concerns.
• Strive to surpass management goals in performance scorecard metrics, quality assurance,
• Punctuality, and attendance.
• Respond to calls in accordance with management standards, consistently delivering high-quality call handling and meeting established metric goals.
• Manage candidate inquiries with excellence, adhering to company's terms and policies.
• Exhibit ownership of candidate issues, demonstrating urgency, and proactively collaborate with internal company teams to swiftly resolve concerns.
• Identify and report issues leading to complaints, contributing to continuous improvement of processes and procedures.
• Understand current business processes and tools affecting candidates, collaborating with internal stakeholders to permanently address any defects.
• Accurately and concisely capture all candidate contacts within data capture systems, ensuring quality case management.
• Utilize appropriate tools to provide candidates with relevant and accurate information consistently.
• Oversee actions and high-profile cases to minimize company liabilities, including the imposition of financial penalties against consumers and customers.
• Attend required training sessions to continuously enhance knowledge of practices, procedures, policies, and clients.

Knowledge, Skills & Abilities Required

• Candidate should at least possess SPM, Diploma (Advanced / Higher or Graduate) Bachelor's Degree or equivalent
• Experience in Customer Support or Contact Center, preferably with American clients
• Ability to manage sensitive candidate concerns in an empathetic and professional manner
• An excellent performance record that demonstrates accountability and reliability.
• Excellent verbal, written and interpersonal skills
• Ability to work on a variety of tasks simultaneously
• Able to work with cross-functional teams
• Ability to adjust to changes in workload
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)
• Experience in case management is a plus (Salesforce)