Pearson Work From Home Job

Pearson Work From Home Job. Interested Candidates can go through the details and apply using the link provided at the bottom of the Post.

Pearson Key Responsibilities

Working closely with the existing Pearson teams in India, UK, AU and China. The successful applicant will be fluent in Hindi, Punjabi and English. They will act as the first point of contact for Pearson Partners in India who require support with their customers’ journey.

Assist 3rd line support team with operational tasks for internal/external stakeholders for PTE Academic and related products.

Providing feedback and training to Partners to ensure Partners have the right information to hand

Ensure all Customer Service enquiries are processed and completed in an appropriate manner, within the team’s 24-hour Service Level Agreement (SLA).

Monitor enquiries received via all channels and provide appropriate responses via phone and email to customers on matters concerning PTE Academic

Maintain and update processes, policies and procedure documentation for internal stakeholders and customers Maintain and monitor service quality tracking/reporting tools designed to identify gaps, trends, or over achievement in service standards and take prompt, proactive action to resolve issues wherever possible.

Manage customer service improvement projects liaising with other parts of Pearson to ensure systematic improvement practices are put in place (where required).

Take effective ownership of customer issues; having the confidence to handle challenging/complex cases and find a resolution during a call, including following the appropriate escalation steps if necessary.

Liaise with internal partners to deliver against SLAs within the required timeframes.

Monitor customer service provision between delivery partners and be a primary point of contact for key clients on customer service issues.

Support the local geography with reporting needs other ad-hoc back-office, administrative duties as required

Key Relationships

Pearson English Assessment Team Members

VUE Programme Coordinators

Local and Global Regions

PTE Operations and Security Team

PTE Test Takers and Test Centres

PTE Partners

Experience

Demonstrable experience working with cross functional and international teams

Experience of working within a customer services environment in India

Knowledge and familiarity of educational services is desirable

Managed complex operations with efficiency and agility

Collaborated with various stakeholders to achieve common goals

Demonstrated ability to make sound decisions in ambiguous situations

Competencies

Excellent oral and written communication skills

Outstanding organizational skills with the ability to prioritize attention effectively across a diverse set of activities

Proficient in Microsoft Office

Working hours and work days :

This role operates within the hours of 8 am to 7 pm, encompassing two shifts on weekdays (Monday to Friday) and 9 am – 2pm during the weekend (Saturday), which can be managed remotely, The role is office-based with some flexibility to work from home.

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