Customer Service Operations Support Administrator

Pearson VUE, a global leader in computer-based testing, is looking for a Customer Service Operations Support Administrator to join our successful team in Noida. Delivering over 15 million certification and licensure exams annually, we pride ourselves on exceptional professional development opportunities, incentives, and a competitive benefits package. You'll work alongside talented and motivated colleagues who share a passion for helping customers throughout their learning and assessment journey.

Key Responsibilities

• Follow through with incidents, reports, and projects, ensuring resolution.
• Handle Level 2 Escalation calls, acting as a primary escalation point for service-related problems.
• Input accurate customer information into the database.
• Assist in training and monitoring call center agents to ensure quality of service.
• Maintain the SLA (Service Level Agreement) for different Lines of Business (LOBs).
• Resolve customer and client queries within the Pearson VUE case management system.

Qualifications & Experience

• Required Education: Bachelor's degree.
• Experience: 2 years of experience in a similar or related customer service position.
• Previously operated in a Level 2 support role.
• Familiar and comfortable working in a busy corporate environment/shifts (24x7).
• Experience in providing application support.
• Familiar with MS Office.

Desired Candidate Profile

• Excellent oral and written communication skills.
• Great attention to detail.
• Strong problem-solving skills.
• Excellent organizing and time management skills.
• Strong customer service skills.
• Effective teamwork skills.