We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. The Program Coordinator and Relationship Lead is responsible for providing excellent customer service and promoting client programs by answering incoming calls from clients, candidates, and test site administrators. They are also responsible for assisting with the operational aspects of client testing programs and handling escalated service-related issues. Primary Responsibilities * Level 2 Escalation calls * Directly liaising with the US (United States), EMEA (Europe, Middle East and Africa) and APAC (Asia Pacific) lines of business * Ensure candidate results are sent to clients on time * Prepare client reports * Act as an escalation point for service-related problems * Promote client programs and products * Determine additional opportunities and possible operational trouble areas * Input accurate customer information into the database * Assist in training and monitoring call center agents to ensure quality of service * Maintaining the SLA for different LOBs * Reports * Client Management * Events handling Qualifications/Education and Experience: * Required Education- Bachelor’s degree * 3-5 years experience in a similar/related position * Confident and fluid communicator * High levels of customer service skills * Previously operated in a Level 2 support role * Previous subject matter expert knowledge * Familiar and comfortable working in a busy corporate environment/shifts (24\*7) * Experience inproviding application support * Familiar with MS Office * Experienced in collating reports Desired Candidate Profile: * Excellent oral and written communication skills * Great attention to detail * Problem-solving skills * Strong organizing and time management skills * Customer service skills * Effective team working skills * Client and People Management skills **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. Weare the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisionsas part of the recruitment process. **Job:** CUSTOMER SERVICE **Organization:** Assessment&Qualifications **Schedule:** FULL\_TIME **Workplace Type:** Hybrid **Req ID:** 18572