Customer Support Operations Specialist

1 day ago


Gurgaon, Haryana, India Prometric Full time

About Prometric: We are a trusted test development and delivery provider to over 300 organizations worldwide. Our mission is to deliver reliable, convenient, and hassle-free testing experiences for individuals seeking to start new careers, develop existing skills, or earn qualifications for promotions.

The Operations Service Specialist at Prometric plays a crucial role in ensuring the smooth operation of our test delivery points. This individual serves as the primary point of contact for an assigned portfolio of test centers, proctors, events, and other stakeholders. The key responsibilities include:

• Working cross-functionally with internal departments to meet test center servicing needs and ensure high levels of candidate satisfaction

• Building effective working relationships with testing sites in the assigned portfolio

• Eliminating the recurrence of operational issues by creating, documenting, and communicating resolutions

• Improving response times via phone, email, and chat to ensure exceptional customer experiences

• Defining and managing troubleshooting best practices for the team, including providing backstop support before escalating to the Operational Service Manager

• Collecting and compiling recurring issues, documenting cases for management to prioritize as needed

In order to excel in this role, candidates should possess:

• Any graduate/postgraduate degree

• A minimum of 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 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.

We offer a competitive salary of ₹65,000 per month, along with various benefits, including a night shift allowance of ₹2500 per month, cab facility, and flexible working hours. If you are interested in this opportunity, please submit your updated resume.



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