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 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 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 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
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 support role Previous subject matter expert knowledge Familiar and comfortable working in a busy corporate environment/shift. Open to working in Night shifts and 247 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.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.


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 TalentExperienceGlobalTeam@grp.pearson.com.

Job:

Customer Success

Job Family:

GOTOMARKET

Organization:

Assessment & Qualifications

Schedule:

FULL_TIME

Workplace Type:

Hybrid

Req ID:

20905