Advanced Associate Customer Service

Advanced Associate, Customer Service

Pearson has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leader in developing and delivering high-stakes exams via the worlds most comprehensive network of nearly 20,000 test centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers and we are recognized in the Best Employers. We are proud to offer an exceptional environment to develop your professional career and we are now hiring for a Customer Service Operations Support Administrator to join our successful team in Noida, India.

At Pearson we offer truly global career opportunities and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities, incentives, rewards, and a competitive benefits package. When you join us as Customer Service Operations Support Administrator, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey.  

This is a truly exciting vacancy as you’ll be responsible for taking on many different types of interest from internal stakeholders relating to customers’ experience as a candidate taking one of our assessments/exams. Customer enquiries can come through our Customer Service team, through telephone calls and emails, and your role is to understand the enquiry, ask questions and collaborate with our varied departments to investigate what happened. You will use your Customer Relations skills to take ownership of the enquiry so that we can deliver a positive outcome and take care of each valued customer. This is a fantastic opportunity for you to gain experience working with our diverse internal professional teams and corporate functions and you’ll have the opportunity to share feedback, suggesting ways we can improve to avoid any customer issues from happening again. You may even have the chance to work with some of our clients and help with some of our exciting projects!  

Pearson VUE is a business of Pearson, the worlds 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). 

Primary Responsibilities

• Level 2 Escalation calls
• Act as an escalation point for service-related problems
• Assist in training and monitoring call center agents to ensure quality of service
• Maintaining the SLA for different LOBs
• Follow through with incidents, reports, and projects  
• Resolve customer and client queries in the Pearson VUE case management system

Qualifications/Education and Experience: 

• Required Education- Bachelor’s degree 
• 2 years of experience in a similar/related position 
• Excellent oral and written communication skills  
• Collaborate with cross-functional teams to resolve issues, improve workflows, and support business priorities.
• High levels of customer service skills.
• Previously operated in a Level 2 support role 
• 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