Call Centre Agents - International

Responsibilities:

• Maintains a working knowledge of our client’s requirements to onboard candidates, proctor exams, address chat inquiries, and process payments.
• Managing the end-to-end onboarding cycle for candidates through video including, but not limited to: Assisting with system check and related issues; Verifying and approving valid ID according to specific client requirements; Instructing candidates for room scans to verify the testing environment for exams per client rules; Explain and notify candidates regarding the exam rules specific to various clients for exams.
• Providing candidate support and addressing questions regarding the testing process.
• Continuously, and effectively, documenting and reporting the status of each candidate.
• Proctor objective assessments, ensure a secure testing environment, and be vigilant about recognizing suspicious behavior.
• Meets demands for privacy, confidentiality, and precision.
• Ensures first call resolution through problem-solving and effective call/email/chat handling.
• Regular and consistent attendance is an essential function of the job.
• Maintain a positive, empathetic, and professional attitude toward clients at all times.
• Ensuring client queries are answered to their satisfaction when necessary, escalating issues without delay to lead.
• Understanding and utilizing in-house platforms and systems to access client details.
• Respond to client queries in a timely and accurate manner, via email, chat, or phone.
• Remain compliant in ExamRoom.AI communication procedures, guidelines, and policies.
• Meet established goals for Service Level Agreement (SLA) and quality metrics.

Requirements:

• Excellent verbal and written communication skills
• English proficiency level - Advance. You must be able to express yourself fluently in any situation.
• OND/HND/BSc - formal qualifications is not as important as the first 2 requirements
• International work experience with a UK or US based business is a great advantage.
• Professional phone etiquette and strong active listening skills. 
• Strong interpersonal, communication, and comprehension skills
• Ability to multitask and navigate tools and software easily
  
  

Note: Work Role is Onsite based in Ikeja GRA, Lagos