Customer Support Specialist Role

3 days ago

Gurgaon, Haryana, India Prometric Full time

About Prometric:

Prometric is a leading test development and delivery provider serving over 300 organizations globally. Our mission is to offer a seamless, convenient, and hassle-free experience for individuals seeking to advance their careers or gain new qualifications.

We serve as a gatekeeper in the industry, ensuring that individuals earn their credentials through legitimate means, thereby guaranteeing a fair testing experience for all who engage with us.

For more information about our company profile, please visit www.prometric.com.

Job Description & Interview Details:

The Operations Service Representative at Prometric is the primary point of contact for an assigned portfolio of test delivery points, working collaboratively within a team-based environment. This individual provides critical support in triaging urgent requests and works closely with test delivery staff to resolve inquiries efficiently.

This role requires effective documentation of interactions for easy retrieval and analysis to identify improvement opportunities in handling candidate operational issues.

Key Responsibilities:

  • Collaborate cross-functionally with internal departments to meet test center servicing needs and ensure high levels of candidate satisfaction.
  • Establish strong relationships with testing sites within the assigned portfolio.
  • Eliminate operational issue recurrence by creating, documenting, and communicating resolutions.
  • Work within a team-based environment, promoting a culture of service excellence.
  • Improve response times via phone, email, and chat to deliver exceptional customer experiences.
  • Field, triage, diagnose, and resolve basic issues, providing closed-loop follow-through and resolution of issues.
  • Develop and manage troubleshooting best practices for the team, including providing backstop-support before escalating to the Operational Service Manager.
  • Gather and document recurring issues, compiling cases for management to prioritize as needed.
  • Flexible to work a defined 9-hour shift between 5:30 pm to 4:30 am, including weekend and Indian holiday support.

Qualifications:

  • Any Graduate / Postgraduate
  • Candidate from Delhi NCR will be preferred.
  • Minimum 1 - 3 years of customer service experience with International clients/customers.
  • Demonstrated customer/client focus.
  • Situational awareness to resolve and/or escalate issues as required.
  • Ability to demonstrate cultural awareness to function as a part of a global team.
  • Good conflict resolution skills and respect for others.
  • Works well under pressure in a fast-paced environment.
  • Good interpersonal and communication skills over telephone, email, and other platforms.
  • Self-starter and independent worker.
  • Proficient with Microsoft Office (Word, Excel, Outlook).
  • Experience or familiarity with Salesforce is a plus.

Salary Information:

The estimated salary range for this role is ₹600,000 - ₹900,000 per annum, depending on location and experience.

Benefits:

  • Cab Facility: Available.
  • Weekly Offs: 2 (Roster Based, not necessarily Saturday & Sunday).
  • Night Shift Allowance: ₹2,500/- per month.
  • Shift Timings: 4:30 pm – 1:30 am / 9:00 pm – 6:00 am (all time zones are in IST).
  • Remote work is currently permitted, but there might be a future transition to a hybrid work model where physical presence could be necessary.

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