Japanese Bilingual CSR WFH

Job Description

We are seeking a dedicated and professional Virtual Exam Proctor to join our team and provide exceptional customer service to high-profile clients and test takers. In this role, you will facilitate and oversee testing sessions, ensuring that exams are conducted with integrity while providing support to clients throughout the process. Your role is critical to maintaining a secure and smooth testing experience, with occasional Active Interventions to ensure compliance with testing rules and standards.

Essential Duties And Responsibilities

Proctor Exams Virtually:

• Oversee and monitor virtual exams, ensuring compliance with client-specific rules and guidelines.
• Manage the entire testing session, including "Start-Up," submission, and "Log-Out" processes.
  
  

Multi-tasking

• Facilitate multiple exams simultaneously, ensuring each session runs smoothly and without technical issues.
  
  

Troubleshoot Technical Issues

• Act as a liaison between test takers and the Operations team to resolve technical issues (e.g., connectivity, video/audio problems) that may occur during the exam process.
  
  

Active Interventions

Log and document Active Interventions when necessary to maintain the integrity of the exam process, such as:

• Requesting a re-scan of the test taker’s physical environment.
• Adjusting camera positioning or room lighting.
• Stopping unauthorized behaviors (e.g., speaking or reading aloud).
• Removing unauthorized persons from the test-takers environment.
• Reminding test takers about screen and material restrictions.
• Enforcing compliance with test rules.
  
  

Additional Projects

• Participate in and assist with additional projects as needed or assigned, contributing to the overall success of the team and company.
  
  

Customer Service Experience

• Minimum of 1 year in a customer service or phone support role (experience in call centers is a plus but not required).
  
  

Technical Aptitude

• Proficiency in basic typing and computer skills.
• Familiarity with multi-line phone systems, web-based applications, Google Applications, and Microsoft Office Suite.
  
  

Excellent Communication Skills

• Strong verbal and written communication abilities to effectively interact with customers, test takers, and employees.
  
  

Problem-Solving Skills

• Ability to troubleshoot and resolve issues quickly and effectively, using critical thinking to address challenges that may arise during the testing process.
  
  

Customer Satisfaction Focus

• Proven ability to maintain a positive attitude and achieve high satisfaction results from both test takers and colleagues.
  
  

Why Join Us?

This role offers an opportunity to be part of a dynamic team, helping to maintain the integrity and security of important examinations while delivering exceptional customer service. If you thrive in a fast-paced, problem-solving environment and enjoy helping others succeed, we’d love to hear from you!

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