Pearson Hiring for Senior Customer Service Operations Support Administrator at Noida, Uttar Pradesh Full Time

Full Job Description
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 and Relationship Lead 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 handling escalated service-related issues.

Primary Responsibilities

Level 3 Escalation calls.

Directly liaising with the APAC, 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 the quality of service.

Maintaining the SLA for different LOBs.

Reports.

Client Management

Events handling

People Management(In Manager Absence)

Open to Night shifts

**Flexible with 24

7 support

Continuous video monitoring and review for long hours

Qualifications – External

The Sr Program Coordinator and Relationship Lead 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 handling escalated service-related issues.
Job:** CUSTOMER SERVICE
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Req ID: 9176