Job Description

In the role of Customer Service Advisor your will be responsible for providing world-class customer support to customers all over the world, some of the key responsibilities will include but are not limited to:

• Responding to customer queries via email, phone, web-chat and social media
• Answering a broad variety of queries about our exams, both for the candidates taking them and the exam centres running them, quickly and accurately
• Investigating and interrogating in-house systems and archives to locate and update candidate details in order to process applications
• Liaising with teams across the organisation and third party stakeholders to ensure requests are fulfilled, strictly adhering to fixed SLAs
• Participating in continuous improvement projects to enable us to provide an outstanding level of customer service
• Providing first-line technical support to customers using our websites and systems

Required Knowledge, Skills, and Abilities

You will have excellent written and verbal communication skills, with a high-level of English. You will be confident using and guiding others in the use of web-based systems and software packages.

You’ll also need to be:

• Empathetic and have a customer-focused approach in all of your work
• Meticulous in your approach to fulfilling tasks
• Able to manage a workload of varying tasks all of which have immovable SLAs
• Creative in your approach to problems; able to find solutions to problems that we may never have encountered before
• Able to cope under pressure. Like many customer-service roles, it can get really busy at times and you’ll need to make sure the level of service you offer remains excellent at all times