Client Experience Representative

7 days ago

Iloilo City, Western Visayas, Philippines Fair Trade Outsourcing Full time $30,000 - $50,000 per year
JOB PURPOSE
  • Level 1 representatives are tasked to do Chats, Calls and Tickets.
  • They are expected to answer and provide excellent service to our test takers and instructors by answering all their concerns and providing them with real-time resolution.
  • Level 1 representatives are expected to maintain professional and keep their integrity within the operations.
SPECIFIC DUTIES AND RESPONSIBILITIES
  • 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 helps 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.

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