Candidate Care Specialist - French Speaker

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

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).

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.