Advanced Associate, Customer Service

Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leader in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 test centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers and we are recognized in the Best Employers. We are proud to offer an exceptional environment to develop your professional career and we are now hiring for a Customer Relations Program Coordinator to join our successful team.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). At Pearson VUE we offer truly global career opportunities and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities. When you join us as Customer Relations Program Coordinator, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey.

This is a truly exciting vacancy as you’ll be responsible for taking on many different types of interest from internal stakeholders relating to customers’ experience as a candidate taking one of our assessments/exams. Customer enquiries can come through our Customer Service team, through telephone calls and emails and your role is to understand the enquiry, ask questions and collaborate with our varied departments to investigate what happened. You will use your Customer Relations skills to take ownership of the enquiry so that we can deliver a positive outcome and take care of each and every valued customer.

This is a fantastic opportunity for you to gain experience working with our diverse internal professional teams and corporate functions and you’ll have the opportunity to feedback, suggesting ways we can improve to avoid any customer issues from happening again. You may even have the chance to work with some of our Clients and help in some of our exciting projects!

In this role you will work 5 days per week. So if you love delivering exceptional customer service and collaborating with professional co-workers, we would love to receive your application today!

Our Successful Candidate

This is a career-changing opportunity therefore we are looking for a passionate team-player with exceptional customer service skills. You should have excellent attention to detail and take pride in your professional communication ability, both verbal and written. You should have the curiosity and ability to investigate and seek out answers to questions over multiple technological platforms.

Primary Responsibilities         

• Level 3 Escalation calls

• Directly liaising with the US (United States), EMEA (Europe, Middle East and Africa) and APAC (Asia Pacific) lines of business

• Ensure candidate results are sent to clients in a timely manner

• Prepare client reports

• Act as an escalation point for service-related problems

• Promote client programs and products

• Determine additional opportunities and possible operational trouble areas

• Input accurate customer information into the database

• Assist in training and monitoring call center agents to ensure quality of service

• Maintaining the SLA for different LOB’s

• Reports

• Client Management

• Events handling

 

Qualifications/Education and Experience:

• Required education- Bachelor’s degree

• 2-4 years’ experience in a similar/related position

• Confident and fluid communicator

• High levels of customer service skills

• Previously operated in a Level 2 support role

• Previous subject matter expert knowledge

• Familiar and comfortable working in a busy corporate environment/shifts (24*7)

• Experience in providing application support

• Familiar with MS Office

• Experienced in collating reports

 

Desired Candidate Profile:

 

• Excellent oral and written communication skills

• Great attention to detail

• Problem solving skills

• Strong organizing and time management skills

• Customer service skills

• Effective team working skills

• Client and People Management skills