Customer Care Executive - PSI (Chat Process)

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.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. Thats why youll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle. Learn more about what we do at: https://www.psiexams.com/ (ETS owned company - https://www.ets.org/)

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.

Keyword: Proctoring, customer service, BPO, call center Required Experience:

• Has a strong customer service skill, solid problem-solving skills with proficient attention to details.
• Knowledgeable in MS Office applications and other communication platforms.
• 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

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!

ETS is an employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and accessibility in education. We are dedicated to building teams that capitalize on the various backgrounds and experiences of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.

From: ETS GCC