Customer Service Representative

Company overview

Prometric is a global test development and delivery organization that supports more than 300 client organizations around the world. The company helps protect the integrity of credentialing by making sure candidates are fairly assessed when they come in for testing.

Role summary

Paragon Testing Enterprises, part of the Prometric group, is hiring a full-time Customer Service Representative in Toronto, Ontario. In this position, you will report to the Customer Service Supervisor and support test takers, end clients, and partner organizations with questions related to Paragon tests and learning materials.

Work schedule

This is an onsite role with a weekly schedule of five 8-hour shifts. Shifts may fall between Monday and Sunday, and working hours are within 8:30am to 5:00pm EST. Weekend coverage is required on a rotating basis.

Key responsibilities

• Respond to test takers through email, phone, and online chat with clear and helpful support.
• Handle customer transactions such as registrations, transfers, and cancellations promptly.
• Help promote the use and delivery of Paragon tests and instructional materials to candidates, clients, and other stakeholders.
• Contribute to improving how tests and instructional materials are delivered and implemented.
• Share input for maintaining and updating registration and reporting databases.
• Monitor customer requests and suggest ways to strengthen the service experience.

Requirements

• Minimum of one year of customer service experience.
• Comfort and sensitivity when supporting test takers who may not use English as a first language.
• Working knowledge of standard office processes, procedures, and business practices.
• Hands-on experience with common business software, including Windows Office tools such as Excel, Word, Access, and email.
• Strong attention to detail, sound judgment, discretion, and the ability to maintain confidentiality.
• Ability to work well in a team, handle pressure, and meet deadlines.
• Good oral and written communication, interpersonal, problem-solving, customer service, and organizational abilities.
• Must be legally eligible to work in Canada.
• Availability for rotating weekend shifts.

Compensation

The annual base salary for this position is CAD 38,000.

Equal opportunity statement

Prometric is committed to building an inclusive workplace and considers all qualified applicants fairly, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other protected characteristics.