Job Information
Pearson Program Coordinator in 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 Program 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 handling escalated service-related issues.
Primary Responsibilities
Level 2 Escalation calls
Directly liaising with the US (United States), EMEA (Europe, Middle East, and Africa,) and APAC (Asia Pacific) lines of business
Act as an escalation point for service-related problems
Promote client programs and products
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
Qualifications/Education and Experience:
Required Education- Bachelor’s degree
3-5 years of 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 (24*7)
Experience in providing application support
Familiar with MS Office
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 teamwork skills
Note - No disciplinary action in the last one year.
1167052
Job: Customer Success
Job Family: GO_TO_MARKET
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Req ID: 20152
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