Candidate Care Specialist - French Speaker

The role of a Candidate Care Specialist is to deliver exceptional customer service while ensuring international testing accommodation scheduling and candidate complaints are resolved in a timely and compliant manner while working closely with internal teams and clients to implement the best possible solution. As the candidate facing entry point for testing accommodations, critical defects and escalations, Candidate Care Specialist are the key to service excellence - utilizing on the spot problem solving, lateral thinking, and process application and cross functional communications to strengthen the value of the Prometric's brand.

Core Responsibilities:

Complaint Management
• Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric's terms and policies.
• Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues in a timely manner.

Continuous Improvement
• 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.

Process and Tools
• Capture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained.
• Follow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.
• 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.

Knowledge, Experience & Skills
• Ability to communicate clearly in spoken and written French and English.
• Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills
• An empathetic powerhouse: you feel for your fellow customers and want to solve their issue
• A natural leader: you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment
• Highly communicative: you can get your point across both interpersonally and asynchronously
• A minimum of 3 years working experience.
• An excellent performance record that demonstrates accountability and reliability.
• Ability to adjust to changes in workload
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel).