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Client Experience

4 months ago

Iloilo, Philippines Fair Trade Outsourcing Full time

RESPONSIBILITIES AND DUTIES:

-Reports directly to Shift Leads and Manager on Duty
-Answer all incoming calls
-Take all incoming chats
-Respond to all pending emails and tickets
-Assist the test taker and Instructors with ProctorU account creation, scheduling, and rescheduling concerns
-Answers test takers’ inquiries and concerns about the account or their exams
-Receives customer complaints and help pacify the situation
-Maintain academic integrity by keeping any sensitive exam information from the test taker
-Abide the rules under FERPA
-Ready to take up to 4 chats at a time if the queue gets busy
-Ready to switch to different tasks if being instructed by the leads
-Reaches out to a Shift Lead should the situation require it
-Call test takers that are disconnected when working Outgoing Phones
-Call test takers that are experiencing connection issues in order to assist them connecting.
-Troubleshoots basic issues before and during the exam session
-Assist the test takers in connecting to their proctor
-Provides timely and professional service
-Observes ENGLISH ONLY POLICY all of the time while in the production floor
-Maintains a good tone of voice, word choice and positive scripting when speaking with a test taker.
-Completes all training courses and refresher training courses sent through Canvas
-Diligently strive to meet the metrics set by the department
-Observes professionalism and shows Respect to teammates, Shift Leads, and managers
-Respond to all chats in less than a minute.
-Maintain professionalism and courtesy in all chat conversations

PROCTOR SKILLS AND QUALIFICATIONS:
-Responsible
-Reliable
-Objective
-Knowledgeable
-Attentive to detail
-Multitasking
-Active Listening
-Time Flexible