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Pearson B3-Senior Customer Service Operations Support Administrator in Noida, India

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

The Sr. Program Coordinator /Sr. Candidate Relations Coordinator is responsible for providing excellent customer service and promoting client programs by answering incoming calls from clients, candidates and test site administrators. They are also responsible for assisting with the operational aspects of client testing programs and handle escalated service-related issues.

Primary Responsibilities

  • Level 3 Escalation calls

  • 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

  • Maintaining the SLA for different LOB’s

  • Reports

  • Client Management

  • Events handling

  • People Management(In Manager Absence)


Qualifications – External

Education and Experience:

  • Required education- Bachelor 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

  • 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

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at


Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 2113324