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Customer Service Operations Support Administrator- 6 Months Contractual

1-2 years
Not Disclosed
10 Jan. 8, 2025
Job Description
Job Type: Full Time Education: B.Sc./ M.Sc./ M.Pharm/ B.Pharm/ Life Sciences Skills: Causality Assessment, Clinical SAS Programming, Communication Skills, CPC Certified, GCP guidelines, ICD-10 CM Codes, CPT-Codes, HCPCS Codes, ICD-10 CM, CPT, HCPCS Coding, ICH guidelines, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Medical Billing, Medical Coding, Medical Terminology, Narrative Writing, Research & Development, Technical Skill, Triage of ICSRs, WHO DD Coding

Job Position: Program Coordinator
Industry Type: Education / Learning Solutions
Department: Client Services
Employment Type: Full-Time, Permanent
Workplace Type: Hybrid

Primary Responsibilities:

  • Handle Level 2 Escalation calls and manage service-related issues.
  • Liaise directly with US, EMEA (Europe, Middle East, and Africa), and APAC (Asia Pacific) business units.
  • Ensure candidate results are sent to clients in a timely manner.
  • Prepare and manage client reports.
  • Act as an escalation point for service-related problems.
  • Promote client programs and products to stakeholders.
  • Identify additional opportunities and potential operational trouble areas.
  • Accurately input customer information into the database.
  • Assist in training and monitoring call center agents to ensure quality of service.
  • Maintain Service Level Agreements (SLA) for different lines of business.
  • Handle client management and event coordination.

Qualifications & Experience:

  • Required Education: Bachelor’s degree.
  • 1-2 years of experience in a similar/related role, preferably in Level 2 support.
  • Experience in providing application support and collating reports.
  • High levels of customer service skills.
  • Comfortable working in a busy corporate environment and shifts (24*7).
  • Familiar with MS Office.
  • Previous subject matter expert knowledge.
  • Strong communication, time management, and problem-solving skills.
  • Ability to work well in teams and manage client relationships.

Desired Candidate Profile:

  • Excellent oral and written communication skills.
  • Strong attention to detail and organizational skills.
  • Client and people management skills.
  • Effective in handling escalated issues and offering solutions.

About Pearson:
We are a global leader in education, empowering individuals to reach their full potential through learning. At Pearson, we value diversity and promote an inclusive culture where individuals thrive. Our commitment to equality and accessibility is reflected in our efforts to ensure a workplace where everyone is supported.

Equal Opportunity Employer:
Pearson is an Affirmative Action and Equal Opportunity Employer, and we encourage applicants from diverse backgrounds and perspectives to apply. All employment decisions are based on qualifications, merit, and business need, and we strive for a workforce that reflects the diversity of our communities.