Customer Care Executive

About ETS**:
ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

**About Us**

PSI Services powers world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive, and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

**About the Role**

Customer Care Executive is responsible for adhering live examination from various schools, clients and organizations with high regard to the exam integrity and identity verification, eligibility verification, and test environment securities.

Primary job function is to monitor and proctor all assigned live/online exam taker and making sure the organizational requirements and rules were observed towards the whole test. While providing the highest level of meticulousness and span attention, the Quality Invigilator flags all possible behavior and actions that are not acceptable towards the school, client and organizations policies and rules. Additional duties and responsibilities as assigned.

**This role is a key position within the growing ETS team. As we operate 24/7, team members will be required to work on a rotational shift. ETS will provide one-way cab service during off-hours only.**

**Primary Responsibilities**:

- Monitoring and proctoring live examination from exam taker coming from different schools, clients and organizations.
- Checking the irregularities or cheating during examination.
- Flags violations which also includes accurate time stamps.
- Validating test takers information and image through visual assessment.
- Corrects, edits, and adds violations when necessary.
- Works and communicates effectively with various levels of management.
- Identify and escalate priority issues.
- Adhere to ethical standards and comply with the laws and regulations applicable to your job function.

**Experience and Skills**:

- Has a strong customer service skill, solid problem-solving skills with proficient attention to details.
- Ability to communicate effectively with the team, supervisors and other support positions.
- Ability to construct correspondence that is professional, concise, and grammatically correct.
- Consistent team player with positive attitude.
- Ability to multitask and stay well organized in a fast-paced environment.
- Meet B2 level English language proficiency or equivalent internationally recognized qualification.
- Minimum 1 year experience as a non-voice online proctoring or at least have a BPO experience is a must.

LI-KS1

LI-ONSITE
From: ETS GCC