Pearson Customer Service Agent - Warrington in Warrington, United Kingdom
Customer Service Agent - Warrington
Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.Pearson VUE offers a great environment to start or grow your career, we are now hiring for 11 Customer Service Agents (and 1 Welsh speaking Customer Service Agent) to join our team based in Warrington.
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).
We believe in equal opportunity and employ people solely on the basis of their skills and abilities.
Pearson VUE Europe Middle East and Africa (EMEA) Customer Services provides support for customers, with contact taking place mainly via in-bound calls, but also via other means.
Provide support for customers, by acting as a first line contact for in-bound requests received via phone, email, regular mail, and fax.
Deliver the highest level of customer service to internal and external customers at all times.
Trouble shoot customer issues, owning them until a full resolution has been obtained.
Undertake a variety of tasks associated with the high service delivery of our customers. Equally they will be expected to maintain all documentation and train others on key aspects of the role.
Process all data in line with business standards and Data Protection.
Contribute to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness.
To work as part of a team, under the direction of a Team Leader, to ensure we meet internal and external regulatory or statutory requirements and deliver high levels of customer service.
Use SharePoint to understand and follow policies, procedures and work instructions.
Ensure all Pearson VUE generic policies held on SharePoint are adhered to at all times. In addition to this be aware and adhere to specific Customer Service Centre guidelines.
Cover other roles within the Customer Service Centre as and when needed.
All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility.
All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function. Full details of these policies and procedures are available on SharePoint.
As required, dependant on team, process candidate test booking requests, information requests, queries, requests for materials, etc.
Input accurate customer information on to the database.
Contact other departments or utilise information as necessary to obtain and provide information as requested by candidates.
Make outbound calls to resolve and / or follow up with customers.
Essential Experience & Qualifications
Previous customer service experience.
Excellent communication skills, both over the telephone, written and face to face.
The ability to learn and articulate detailed information.
Attention to detail.
Ability to work within a team to meet team goals and objectives
- Fluency in Welsh - in addition to the 11 Customer Service Agent vacancies, we are also looking for 1 Welsh speaking Customer Service Agent
- 37.5 hours working hours per week, various shift patterns are required within these hours.
Fantastic benefits package including Private Healthcare, Dental Care, and Discount Schemes
Comprehensive training and ongoing developmental support
Primary Location: GB-GB-Warrington
Job: Customer Service
Organization: Assessments VUE
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Mar 16, 2017