[Hiring] Advanced Associate, Customer Service @Pearson

Role Description

As a Customer Relations Program Coordinator at Pearson VUE, you will be responsible for:

• Taking on various inquiries from internal stakeholders regarding customers' experiences during assessments/exams.
• Understanding customer inquiries through the Customer Service team via telephone calls and emails.
• Collaborating with different departments to investigate customer issues.
• Using Customer Relations skills to take ownership of inquiries and ensure positive outcomes for customers.

Qualifications

• Passionate team player with exceptional customer service skills.
• Excellent attention to detail.
• Professional communication ability, both verbal and written.
• Curiosity and ability to investigate and seek answers across multiple technological platforms.
• Positive, compassionate, and friendly demeanor.
• Ability to thrive in a team and technology-driven environment.
• Eagerness to learn and adapt to changing business needs.
• Proficient in standard technology including Windows, Microsoft 360, OneDrive, Excel, and Word.
• Conflict management skills; sees feedback as an opportunity for growth.
• Strong time management skills; can adapt quickly to changes.
• Ability to deal with ambiguity and overcome objections.
• Strong attention to detail.
• Willingness to work assigned shifts; flexibility may be limited during peak times.

Requirements

• Serve as the Level 2 escalation point for complex customer and service-related issues.
• Demonstrate the application of concepts and guidelines effectively.
• Act as a trusted escalation resource for service delivery challenges.
• Accurately capture and maintain customer and case information within internal databases.
• Serve as a point of contact for Program Managers and clients regarding complex issues.
• Monitor and maintain Service Level Agreements (SLAs) across multiple Lines of Business (LOBs).
• Own, work, and follow through on Service Direct Cases and assigned projects to completion.
• Use an internal case management system to complete tasks and find solutions for candidates.
• Deliver first-class customer service.
• Provide clear and concise directions to clients and call center representatives.
• Anticipate candidate needs and resolve issues impacting service quality.
• Use active listening to understand candidate concerns and provide empathetic reassurance.
• Research, analyze, interpret, and document information effectively.
• Exhibit a positive attitude towards tasks and demonstrate commitment to the role.

Benefits

• Global career opportunities.
• Exciting career development opportunities.
• Incentives and rewards.
• Competitive benefits package.