Candidate Care Specialist - French Speaker

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).