[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 customer experiences during assessments/exams.
• Understanding customer inquiries received through the Customer Service team via telephone calls and emails.
• Collaborating with various departments to investigate customer issues.
• Using Customer Relations skills to take ownership of inquiries to ensure positive outcomes for customers.

Qualifications

• Passionate team player with exceptional customer service skills.
• Excellent attention to detail and professional communication abilities (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-oriented and technology-driven environment.
• Eagerness to learn and adapt to changing business needs.
• Proficient in standard technology including Windows, Microsoft 360, OneDrive, Excel, Word, and related applications.
• Conflict management skills and view feedback as an opportunity for growth.
• Strong time management skills and ability to adapt quickly to changes.
• Strong attention to detail.
• Willingness to work assigned shifts with limited flexibility during peak business times.

Requirements

• Serve as the Level 2 escalation point for complex customer and service-related issues.
• Demonstrate the application of concepts and guidelines.
• 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 service-related issues.
• Monitor and maintain Service Level Agreements (SLAs) across multiple Lines of Business (LOBs).
• Own and follow through on Service Direct Cases, reports, and assigned projects to completion.
• Utilize 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 testing center administrators.
• Anticipate candidate needs and resolve issues impacting service quality.
• Use active listening to understand candidate concerns and provide supportive directions.
• Research, analyze, interpret, and document customer issues effectively.
• Exhibit a positive attitude and commitment to supporting candidates and clients.

Benefits

• Competitive salary of 700,000 INR.
• Exciting career development opportunities.
• Incentives and rewards.
• Comprehensive benefits package.

Company Description

At Pearson, our purpose is to help people realize the life they imagine through learning. We value diverse viewpoints and are building a culture of belonging to attract and promote innovative and skilled individuals.