Client Services Specialist

Job Description:

About ETS:

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL, TOEIC, GRE and Praxis tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

About the Role

• The Client Services Specialist is responsible for daily operational tasks relating to the administration and implementation of examinations for PSI clients, as well as assisting department directors and leadership with projects and deliverables related to specific client assignments. This role is a full-time, permanent position requiring a fixed eight-hour shift during general office hours, Monday to Friday. The role is based in the Delhi GCC and is an in-person role.

Role Responsibilities

• Provide daily customer service support to PSI clients as well as perform assigned duties.
• Acting as a subject matter expert of Client Services department processes and client business rules
• Contribute to the development of internal knowledge bases, FAQs, and process documentation to streamline client support operations.
• Participate in Partner Discussion Calls with assigned clients as needed
• Follow documented processes to triage cases from our CRM program and either resolve or assign the cases.
• Create and pull reports on varying and set schedules as well as import client data.
• Assist and collaborate cross-departmentally regarding daily operational tasks, client relationships and issue investigation.
• Develop and retain an understanding of current proprietary software(s) and client platforms.
• Exhibit a sense of urgency and accountability when responding to client issues, concerns, and requests via case management system.
• Understand and ensure client goals and SLAs are met.
• Attend internal and/or client facing meetings as appropriate.
• Review and suggest process and technology updates to improve efficiencies and eliminate redundancies

Experience and Skills:

Knowledge, Skills and Experience Requirements

High school diploma or equivalent educational level expected. Some college preferred.

• Ability to problem-solve, analyze situations, provide resolutions, and follow documented procedures.
• Minimum 2 years of experience in customer service, client management, and/or technical support is required.
• Experience handling high-profile or complex client accounts, including conflict resolution and escalation management is preferred.
• Experience in the testing industry preferred.
• Knowledge and proficiency in Microsoft Office and CRM systems.
• Must have excellent time management and customer service skills.
• Ability to build strong relationships with internal teams.
• Ability to navigate multiple software platforms, troubleshoot client issues, and contribute to process optimization initiatives.
• Strong written and verbal communication skills, with experience drafting professional client correspondence and process documentation.

Behavioral Competency Requirements

Providing Effective Service

• Customer Focus: Ensures actions, decisions, and department policies are supportive of service to the customer as well as in the best interests of the company. Develops and improves processes and tools to support team's ability to provide positive customer experiences. Leverages relationships and resources across the organization to provide a positive customer experience. Resolves escalations, addressing customer concerns and

striving to achieve customer satisfaction.

• Problem Solving: Identifies connections between seemingly unrelated data or problems. Analyzes large amounts of information or data from multiple cases to determine trends and patterns related to customer issues. Suggests new approaches to solve difficult problems. Proposes realistic solutions for even the most complex problems.
• Prioritizing and Planning: Prioritizes and coordinates the department's work in an organized and thoughtful way. Analyzes and restructures tasks and processes as needed to maintain or improve productivity. Balances new requests with established priorities. Recognizes opportunities for synergy and integration.

Supporting Others

• Influencing: Presents ideas in a convincing and credible way. Uses logic and facts to make a compelling argument. Appeals to each person's goals or interests by leveraging

logic, emotion, or connection. Listens to and addresses objections and concerns.

• Organizational Agility: Identifies and utilizes key decision makers and influencers. Leverages formal and informal organizational structures and networks to get things done.

Uncovers and considers various perspectives by reaching out to others across functional areas. Considers context, competing goals, and different stakeholders to plan strategies

and anticipate obstacles.

• Coaching and Developing: Proactively monitors the strengths, development areas and potential in their department. Provides constructive feedback to team members in safe

spaces. Regularly encourages others to reflect on their work and performance. Identifies opportunities for team members to grow and develop their skills.

Achieving Results

• Decisiveness: Makes decisions as necessary and moves forward even when information is limited, and time is short. Narrows decision criteria to focus on what is truly important.

Gathers information essential to decision making in the most efficient way possible to ensure timeliness of response. Takes responsibility for difficult decisions and their

consequences.

• Leading Change: Role-models willingness to try new approaches and helps others adapt. Explains the benefits of changes to team and others. Translates the strategic vision for

change into actions. Creates opportunities for others to support the implementation of change initiatives.

• Strategic Thinking: Actively explores and understands the customer experience(s). Defines clear, practical strategies to achieve future goals for their department.

Recognizes threats and opportunities that may impact their strategic plan. Monitors and modifies their strategic plan in response to change.

• Delegating and Empowering: Distributes workload optimally, considering time, talent and resources. Maintains a continuous dialogue with their team on progress and results.

Delegates stretch assignments and new challenges to others. Trusts others to achieve important goals.

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.

From: ETS GCC