Customer Service Operations Support Administrator- 6 months contractua

About Pearson:

We are the worlds 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 Program Coordinator / 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 LOBs.
• Reports.
• Client Management
• Events handling
• People Management (In Manager Absence)

Desired Candidate Profile:

• Fluency in written and spoken English
• Excellent oral and written communication skills
• Great attention to detail
• Problem-solving skills
• Strong organizing and time management
• Customer service skills
• Effective team working skills
• Flexible with shifts

Please note this is a contractual position for 6 months only.