Pearson B3-Associate Customer Service Analyst in Noida, India

B3-Associate Customer Service Analyst

Description

The Candidate Relations Coordinator is responsible for providing excellent customer service and promoting Client programs by answering queries from Clients, candidates, internal personnel and Testing Site Administrators in a high quality and professional manor. The Candidate Relations Coordinator also assists the Sr. Candidate Relations Coordinator with the operational aspects of client testing programs and takes responsibility of providing employee feedback and handling escalated service-related issues.

SCOPE AND IMPACT OF JOB

Working closely with candidates and call center agents, the Candidate Relations Coordinator acts as an escalation point to provide high quality customer service in the Customer Service Center. The Candidate Relations Coordinator also ensures smooth delivery of client programs including contact with the Clients.

PRIMARY RESPONSIBILITIES (Listed in order of importance with estimated amount of time spent on each task)

  • 65% Program Service

  • Follow through with incidents, reports and projects

  • Receive and respond to client queries

  • Ensure candidate results are sent to clients in accordance with KPIs

  • Act as an escalation point for service related issues

  • Promote client programs and products

  • Identify opportunities for improvement and efficiencies.

  • 30% Call Center Support

  • Respond and resolve customer queries

  • Input accurate customer information into the database

  • Provide performance feedback as required


  • 5% Other duties as assigned

Qualifications

REQUIRED KNOWLEDGE AND EXPERIENCE

Education and Experience:

  • High school diploma or equivalent

  • 1 years customer service experience

  • Proficient with Microsoft™ Office (specifically Microsoft Word and Excel)

  • Google Cloud experience is preferred

  • Experience with on-line editing, image capture and reporting systems preferred

Skills, Knowledge and Abilities:

  • Excellent oral and written communication skills

  • Great attention to detail

  • Problem solving ability

  • Strong organizational skills

  • Time management and ability to multi-task

  • Conflict management skills

  • Must be patient and empathetic

  • Customer service skills

  • Effective team working skills

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: Day Job

Job Posting: Jul 13, 2017

Req ID: 1711220