Customer Service Operations Support Administrator

2 months ago


Noida, India Pearson Full time

**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.**

**Primary Responsibilities**

**Level 2 Escalation calls.**

**Directly liaising with the APAC, US (United States), and EMEA (Europe, Middle East, and Africa) 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 the quality of service.**

**Maintaining the SLA for different LOBs.**

**Reports.**

**Client Management**

**Events handling**

**People Management(In Manager Absence)**

**Open to Night shifts**

**Flexible with 24
- 7 support
***

Continuous video monitoring and review for long hours

***
Qualifications - External

***

***
Job**: CUSTOMER SERVICE

**Organization**: Assessment & Qualifications

**Schedule**: FULL\_TIME

**Req ID**: 9366



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