Associate, Customer Service

Job not on LinkedIn

🔥 18 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Pearson VUE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Pearson VUE is a global leader in computer-based testing, providing a wide range of credentialing and certification exams for various industries. They support test-takers and test owners by offering resources, scheduling options, and accommodations to ensure equitable access to testing. Their mission is to empower candidates and enrich communities through the delivery of high-stakes exams that validate professional skills and knowledge, contributing to career advancement and industry standards.

📋 Description

• Serve as the Level 2 escalation point for complex customer and service-related issues • Demonstrate the application of concepts and guidelines • Act as an escalation resource for service delivery challenges and collaborate with internal teams to resolve issues • Capture and maintain customer and case information in internal databases and systems • Serve as a point of contact for Program Managers and clients regarding complex service-related issues • Monitor and maintain Service Level Agreements across multiple Lines of Business • Own, work, and follow through on Service Direct Cases, reports, and assigned projects to completion • Use an internal case management system to complete tasks and find solutions for candidates while following client policies and internal procedures • Provide clear directions to clients, call center representatives, testing center administrators, live candidates, and other stakeholders • Troubleshoot and explain policies and testing procedures • Anticipate candidate needs and identify and resolve issues affecting quality service • Use active listening, probing questions, supportive directions, and empathetic reassurance during high-stress situations • Research, analyze, interpret, and document information • Maintain a positive, adaptable, and committed approach to supporting candidates and clients

🎯 Requirements

• 2 years of experience in a similar/related position • Bachelor's or equivalent level qualifications as a minimum • High levels of customer service skills • Exceptional customer service skills • Excellent attention to detail • Professional verbal and written communication ability • Ability to investigate and seek answers across multiple technological platforms • Proficiency with Windows, Microsoft 360 OneDrive, Excel, Word, and related applications • Conflict management skills • Time management skills • Ability to deal with ambiguity and overcome objections • Willingness and ability to work assigned shifts • Ability to work a 40-hour US shift (10:30 AM CST–7:00 PM CST) each week • Overtime must be approved in advance

🏖️ Benefits

• Exciting career development opportunities • Incentives • Rewards • Competitive benefits package • Flexible work arrangements