About the role: We are seeking a dynamic and customer-focused individual to join our team new Associate Helpdesk team as a Customer Service Representative. As a crucial member of our call centre, you will be responsible for handling phone calls, live chats, and responding to emails from Assessment Associates. The ideal candidate will not only meet key performance indicators (KPIs) but also possess excellent interpersonal skills, empathy, active listening abilities, strong problem-solving capabilities, and a high sense of responsibility.

 

Our team: PQS (Pearson Qualification Services) The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the delivery of accurate results to every candidate in each examination session. Our Purpose - Add Life to a Lifetime of Learning

The Associate Helpdesk team is the customer service team for this area and are first line to most queries from AAs and works closely with our stakeholders across the business to provide quick and efficient responses.

As a Customer Service Representative, you’ll be responsible for:

Promptly respond to customer inquiries via phone calls, live chats, and emails, providing accurate information and effective resolution of concerns to ensure a consistently positive and professional customer experience. Accurately document customer interactions and resolutions in our internal systems, contributing to the development and enhancement of knowledge base articles for common customer queries. Take ownership of customer issues, ensuring prompt resolution through phone calls, live chats, and emails. Adhere to schedules, maintaining availability during assigned working hours for a comprehensive and efficient customer support experience.

 

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

Bachelor's Degree or relevant work experience  Proven customer service experience in a call centre or similar environment. Excellent communication skills, both written and verbal.  Ability to work independently and as part of a team.  Proficiency in using customer service software, CRM systems, and other relevant tools. 

 

Flexible working: We are committed to hybrid working practices and have adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance at the office more flexibly.

If you are as passionate as we are about changing lives through learning, then help us learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.