Job Description

Job Title: Advanced Associate, Professional Services

The Advanced Associate, Professional Services role sits in the Qualification Processing Division's Event Moderation Team. This role works closely with Training from Pearson including Associate and Customer Training teams. Together, these teams are responsible for delivering approximately 3,500 training events annually to Assessment Associates and Schools.

We are seeking a dynamic and customer-focused individual to join our Event Moderation Team as an Advanced Associate. As a key member of the team, you will ensure online meetings run smoothly and effectively, troubleshoot platform-related issues, assist participants, and manage attendance. The ideal candidate will possess excellent interpersonal and communication skills, demonstrate empathy and active listening, have strong problem-solving abilities, and maintain a high level of accountability and responsibility.

Key Responsibilities:

(1) Customer Interaction:

• Respond promptly to customer inquiries via phone calls, live chats, and emails.
• Provide accurate information and address customer concerns effectively.
• Ensure a positive and professional customer experience with each interaction.

(2) Problem Solving:

• Effectively analyze and resolve customer issues in a timely and efficient manner.
• Troubleshoot platform issues.
• Collaborate with other departments to address complex problems and ensure a seamless customer experience.

(3) Communication Skills:

• Communicate clearly and concisely with customers, colleagues, and other stakeholders.
• Provide detailed and accurate information to customers while maintaining a professional and positive tone.

(4) Documentation:

• Accurately document customer interactions and the steps taken to resolve issues in our internal systems.
• Contribute to the development and improvement of work instructions for common customer queries.

(5) Responsibility and Accountability:

• Take ownership of customer issues and see them through to resolution.
• Adhere to schedules, ensuring availability during assigned working hours.

Qualifications and Skills:

• Degree or equivalent job experience
• Proven experience in a customer-facing, administrative, event support, or virtual meeting coordination role.
• Excellent communication skills, both written and verbal.
• Empathetic and patient demeanor.
• Ability to work independently and as part of a team.
• Strong problem-solving abilities with attention to detail.
• Proficiency in Microsoft Office applications, particularly Outlook, SharePoint, Excel, and Teams.
• Experience using virtual meeting platforms such as Microsoft Teams, Zoom, or similar technologies.

Job Type:
Full time permanent

Schedule:

40 hours a week, Monday to Friday with some weekend work during peak activities.

Location:

Some office work and some working from home

Additional information:

Overtime may sometimes be required to support peak activities and additional workload. Will be expected to pick up work from other area of the business on request.

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