Customer Service Representative - (FT)
Prometric · Toronto, ON
- On site
- Full-time
- CA$38,000 / year
- Toronto, ON
Job highlights
- Provide customer service via email, phone, chat.
- Process registrations, transfers, and cancellations.
- Promote company tests and instructional materials.
- Refine procedures and improve customer service.
- Requires one year of customer service experience.
About the role
Customer Service Representative
Prometric is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.
About Paragon Testing Enterprises, a Prometric Company
This is a Full-time position based in Toronto, ON.
Position Summary
The successful candidate will work under the guidance and direction of the Customer Service Supervisor, to provide customer service to prospective test takers, end-user clients, and partner organizations regarding Paragon's tests and instructional materials.
Work Schedule
The candidate will be required to work five 8-hour shifts between Monday and Sunday, between 8:30am – 5:00pm EST. Weekend shifts will be required on a rotating basis.
Responsibilities
- Providing comprehensive customer service to test takers via email, telephone, and online chat.
- Processing customer requests (i.e., registrations, transfers, and cancellations) in a timely manner.
- Promoting the consumption and delivery of Paragon's tests and instructional materials to prospective test-takers, end-user clients, and stakeholders.
- Refining procedures for effective delivery and implementation of Paragon's tests and instructional materials.
- Providing input to updates of registration and reporting databases.
- Tracking customer requests and providing input for improving customer service.
Requirements
- At least one year of work experience in customer service.
- Sensitivity to inquiries from test takers for whom English is not their first language.
- Knowledge and experience with business and office procedures, practices, and their applications.
- Experience with computer business applications required including Windows Office (Excel, Word, Access) and email.
- Ability to pay careful attention to detail, to work effectively within a team environment, to exercise tact, discretion, and confidentiality, and to work under pressure to meet deadlines.
- Effective oral and written communication, strong interpersonal skills, problem solving, customer service, and organizational skills.
- Must be eligible to work in Canada.
Compensation
Annual Base Salary: $38,000 CAD
Equal Opportunity Employer
Prometric is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other factors considered discriminatory.
Key skills/competency
- Customer Service
- Communication Skills
- Problem Solving
- Teamwork
- Attention to Detail
- Time Management
- Computer Proficiency
- Interpersonal Skills
- Adaptability
- Email and Phone Support
Skills & topics
- Customer Service Representative
- Customer Support
- Client Relations
- Test Administration
- Prometric
- Paragon Testing Enterprises
- Toronto Jobs
- Call Center
- Email Support
- Phone Support
How to get hired
- Tailor your resume: Highlight your customer service experience, communication skills, and proficiency in business applications like MS Office.
- Craft a strong cover letter: Emphasize your understanding of Prometric's role as a test development provider and your ability to handle diverse inquiries.
- Prepare for behavioral questions: Be ready to discuss situations where you demonstrated attention to detail, problem-solving, and tact under pressure.
- Showcase technical skills: Be prepared to demonstrate your experience with Windows Office Suite (Excel, Word, Access) and email systems.
- Understand the role's demands: Acknowledge the requirement for flexible work hours, including potential weekend shifts.
Technical preparation
Practice using Windows Office Suite applications.,Familiarize yourself with common CRM systems.,Review online chat and email support protocols.,Prepare to demonstrate typing and data entry speed.
Behavioral questions
Describe a time you handled a difficult customer.,How do you stay organized and manage tasks?,Share an example of attention to detail.,How do you work effectively in a team?
Frequently asked questions
- What are the typical work hours for a Customer Service Representative at Prometric in Toronto?
- The Customer Service Representative role at Prometric in Toronto requires working five 8-hour shifts between Monday and Sunday, from 8:30 am to 5:00 pm EST. This includes working weekend shifts on a rotating basis.
- What is the required experience for the Customer Service Representative position at Prometric?
- The ideal candidate for the Customer Service Representative position at Prometric will have at least one year of work experience in customer service. Experience with business and office procedures, and computer business applications like Windows Office (Excel, Word, Access) and email is also required.
- What kind of customer interactions can I expect as a Customer Service Representative at Prometric?
- As a Customer Service Representative at Prometric, you will interact with prospective test takers, end-user clients, and partner organizations. You'll provide support via email, telephone, and online chat, addressing inquiries about Paragon's tests and instructional materials.
- Does Prometric offer opportunities for career growth within customer service roles?
- While this specific job description doesn't detail career paths, Prometric is a large organization with various departments. Showing strong performance, refining procedures, and providing input for improvements in this Customer Service Representative role could open doors to advancement within the company.
- What are the key skills needed for the Customer Service Representative job at Prometric?
- Key skills for the Customer Service Representative role include effective oral and written communication, strong interpersonal skills, problem-solving abilities, excellent customer service orientation, and strong organizational skills. Attention to detail, tact, discretion, confidentiality, and the ability to work under pressure are also essential.
- Is this Customer Service Representative role remote or on-site?
- The job description indicates the position is located in Toronto, ON, suggesting it is an on-site or potentially hybrid role, rather than fully remote.