• United States Of America, Usa
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  • 1 - 3 Years
  • Posted : above 1 month

Job Description:

Customer Service Representative - Bilingual English/Spanish - ( 1911398 )

Description

Pearson VUE (wwwpearsonvuecom) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the worlds most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year

The Evaluation Systems group of Pearson offers dynamic teacher licensing and performance assessment solutions Our custom teacher licensure testing programs are 100 percent aligned to state standards We also provide a wide variety of teacher licensure testing services such as test development, administration, and scoring We work in a collaborative environment and are passionate about education

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)

The Customer Service Representative (CSR) is a member of the Customer Contact Center The CSR is responsible for responding to a high volume of inquiries about the companys products or services by following standard scripts, policies, and procedures The CSR takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc

PRIMARY RESPONSIBILITIES

Trained in and proficient in responding to inquiries across many programs At a minimum, 10 programs and at least two communication channels

Identify customer needs and expectations

Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites)

Serve as primary contact for inbound customer issues Escalate more technical product-related issues to the proper Product Support department

Track and document inbound support requests using established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues Update customer information and ensure accurate entry of contact information

Maintain quality service by following established policies and procedures

Ensure proper security procedures are followed on all customer interactions

Schedule

Normal business hours are Monday - Friday, 8 am - 8 pm, and Saturday 845 am - 515 pm

A regular schedule will be determined with the manager based on the needs of the business

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply

Qualifications

Education and experience

High School diploma, or equivalent Bachelors degree is preferred
Previous customer service experience, prefer 1 -3 years
Experience with a call center management phone system
Must be Bi-Lingual, fluent in English and Spanish

Skills, knowledge and abilities
Knowledge of organizations products, services, and business operations
Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation
Should have knowledge for Google Suite of products (Gdocs, Gsheets, etc)
Demonstrate excellent time management, organizational, and problem solving skills
Excellent oral and written communication skills
Strong attention to detail and good listening skills
Experience with LiveChat a plus

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Educational/Training
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Voice Process - Both BPO Type
Salary : As per Industry Standards
Deadline : 15th Mar 2020

Key Skills:

Company Profile:

Company
Pearson Education Services Pvt Ltdarfix

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