Customer Service Operations Support Administrator

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We provide 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 /Candidate Relations Coordinator 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 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 LOB’s 

• Reports 

• Client Management 

• Events handling 

Qualification/Education and Experience: 

• Required education- Bachelor’s degree 

• 2-4 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/shifts (24*7) 

• 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