Pearson B1-Customer Service Operations Support Assistant in Noida, India

B1-Customer Service Operations Support Assistant

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Pearson VUE(www.pearsonvue.com) is the global leader in computer-based testing forinformation technology, academic, government and professional testing programsaround the world. Pearson VUE provides a full suite of services from testdevelopment to data management, and delivers exams through the world’s mostcomprehensive and secure network of test centres in more than 175 countries.Pearson VUE is a business of Pearson the world's leading learningcompany.

Position Description

This role is located inNoida and hours of operation will be evening/night shifts with the majority ofshifts being on a Monday - Friday...

Calling customer serviceprofessionals/coordinators who have experience of being subject matter expertsand who have previously provided Level 2 support. This is an excellentopportunity to grow with a global organisation and provide support to outboundservice delivery. Only candidates with this experience will be considered forinterview

The Program Coordinator/ Candidate Relations Coordinator is responsible for providing excellentcustomer service and promoting client programs by answering incoming calls fromclients, candidates and test site administrators. They are alsoresponsible for assisting with the operational aspects of client testingprograms and handle escalated service-related issues.

Primary Responsibilities

  • Receive incoming phone calls from clients

  • Directly liaising with the US (United States) and EMEA (Europe, Middle East and Africa) 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

Key Requirements:

Education andExperience:

  • 3-4 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

  • Experience in providing application support

  • Familiar with MS Office

  • Experienced in collating reports

  • Skills, Knowledge and Abilities:

  • Fluency in written and spoken Hindi (Essential) ..

  • Fluency in written and spoken English

  • 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

RequiredCompetencies

Customer Focus

CommercialAwareness

Detail Oriented

Problem Solving

Organizing

Collaborative Working .

Listening &Communication

Commitment to improvingquality

Performance Maximization

WorkingArrangements

Must be able to workfull time flexible hours to meet demands of the business. Night shiftsmostly

Able to work inshifts

5 working days perweek.

Occasional travel may berequired to support client requirements..

Hours of operation canrotate but will mainly be night shifts with the majority of shifts being on aMonday - Friday

Qualifications

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Pearson VUE(www.pearsonvue.com) is the global leader in computer-based testing forinformation technology, academic, government and professional testing programsaround the world. Pearson VUE provides a full suite of services from testdevelopment to data management, and delivers exams through the world’s mostcomprehensive and secure network of test centres in more than 175 countries.Pearson VUE is a business of Pearson the world's leading learningcompany.

Position Description

This role is located inNoida and hours of operation will be evening/night shifts with the majority ofshifts being on a Monday - Friday...

Calling customer serviceprofessionals/coordinators who have experience of being subject matter expertsand who have previously provided Level 2 support. This is an excellentopportunity to grow with a global organisation and provide support to outboundservice delivery. Only candidates with this experience will be considered forinterview

The Program Coordinator/ Candidate Relations Coordinator is responsible for providing excellentcustomer service and promoting client programs by answering incoming calls fromclients, candidates and test site administrators. They are alsoresponsible for assisting with the operational aspects of client testingprograms and handle escalated service-related issues.

Primary Responsibilities

  • Receive incoming phone calls from clients

  • Directly liaising with the US (United States) and EMEA (Europe, Middle East and Africa) 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

Key Requirements:

Education andExperience:

  • 3-4 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

  • Experience in providing application support

  • Familiar with MS Office

  • Experienced in collating reports

  • Skills, Knowledge and Abilities:

  • Fluency in written and spoken Hindi (Essential) ..

  • Fluency in written and spoken English

  • 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

RequiredCompetencies

Customer Focus

CommercialAwareness

Detail Oriented

Problem Solving

Organizing

Collaborative Working .

Listening &Communication

Commitment to improvingquality

Performance Maximization

WorkingArrangements

Must be able to workfull time flexible hours to meet demands of the business. Night shiftsmostly

Able to work inshifts

5 working days perweek.

Occasional travel may berequired to support client requirements..

Hours of operation canrotate but will mainly be night shifts with the majority of shifts being on aMonday - Friday

Primary Location: IN-UP-Noida

Work Locations: IN-Noida-SB Tower VUE 1A/1- Sector 16A- SB Tower Ground Floor Noida 201301

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Night Job

Job Posting: Apr 20, 2017