Customer Service Specialist

Description:

The Customer Care Specialist cares about resolving issues for our customers and colleagues. They are the first point of contact for teachers and channel partners (booksellers) using Pearson resources, as well as internal sales colleagues and our teammates based offshore. The primary objective is to provide an excellent level of support to customers of our Schools business.

Our team: Assessment & Qualifications - Pearson VUE is a global leader in computer-based testing for information technology, academic, government and professional testing programs around the world with a secure network of test centers in more than 180 countries.

As a Customer Care Specialist you’ll be responsible for:
 

• Process cases, phone calls and chat requests and work to resolve them on first contact and in line with the Pearson service agreements and KPIs around customer satisfaction.
• Respond promptly to requests for help sent via Teams, flag any concerns around training or quality, or suggestions for improvements, with the Client Services Director.
• Monitor reports for issues with customer transactions, then troubleshoot and resolve these to ensure a positive customer experience.
   

To be successful in this role, you will ideally have:
 

• Experience in a call-centre environment or customer service department
• Experience in technical support and invoice processing