Customer Success Professional

As a Program Coordinator within our Customer Success team, you'll be crucial in providing excellent customer service and promoting client programs. You'll handle a high volume of incoming calls from clients, candidates, and test site administrators, directly supporting our US, EMEA, and APAC lines of business. This role also involves assisting with the operational aspects of client testing programs and expertly managing escalated service-related issues.

Primary Responsibilities

• Handle Level 2 Escalation calls, acting as a primary point of contact for service-related problems.
• Directly liaise with US, EMEA, and APAC lines of business, ensuring seamless support.
• Promote client programs and products by effectively communicating their value.
• 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).

Qualifications & Experience

• Education: Bachelor's degree (required).
• Experience: experience in a similar or related customer service position.
• Previously operated in a Level 2 support role.
• Possess previous subject matter expert knowledge.
• 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.
• Exceptional customer service skills.
• Effective teamwork skills.

Note: No disciplinary action in the last one year.