Pearson
Advanced Associate, Customer Service
Edtech.com's Summary
- Handle Level 2 and Level 3 escalation calls.
- Liaise with US, EMEA, and APAC lines of business.
- Prepare client reports and act as escalation point for service issues.
- Promote client programs and identify operational opportunities or problems.
- Maintain accurate customer data and assist in training and monitoring call center agents.
- Ensure adherence to Service Level Agreements (SLAs) for different Lines of Business.
- Qualifications require a bachelor's degree and 4-5 years of relevant experience, including previous Level 2 call support and subject matter expertise.
- Technical skills include proficiency in MS Office and experience in application support and report collation.
- Work schedule includes night shifts and 24/7 environment availability.
- Desired skills: excellent communication, problem-solving, time management, customer service, team collaboration, and client management; AI tools knowledge is a plus.
Advanced Associate, Customer Service Full Description
The Advanced Associate, Customer Service 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 and Level 3 Escalation calls
Directly liaising with the US (United States), EMEA (Europe, Middle East and Africa) and APAC (Asia Pacific) lines of business
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
Qualifications/Education and Experience:
Required Education- Bachelor's degree
4-5 years' experience in a similar/related position
Confident and fluid communicator
High levels of customer service skills
Previously operated in a Level 2 call support role
Previous subject matter expert knowledge
Familiar and comfortable working in a busy corporate environment/shift.
-Open to working in Night shifts and 24*7 environment.
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
-AI tools knowledge would be added advantage.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].
Job:
Customer Success
Job Family: GO_TO_MARKET
#LI-REMOTE
Similar Jobs
Advanced Associate, Customer Service
Pearson
📍 Remote - CO
Agent, Customer Support
Blackbaud
🇮🇳 Hyderabad, Telangana
Customer Service Specialist - IT Support Technician
Arizona State University
🇺🇸 Hybrid - Tempe, AZ
Customer Service Specialist - Financial Aid
Arizona State University
🇺🇸 Hybrid - Tempe, AZ
Customer Services Rep - Supervisor
Pennsylvania State University
🇺🇸 University Park, PA
