Event Moderation Coordinator

Job Overview

The Event Moderation team sits in the Qualification Processing Division. It works in conjunction with Training from Pearson including Associate and Customer training teams. Across our training teams we deliver circa 3,500 training events to Assessment Associates and Schools.

We are seeking a dynamic and customer-focused individual to join our Event Moderation team as an Event Moderation Coordinator. As a crucial member, you will ensure all meetings run effectively, troubleshoot any platform issues, assist participants and take attendance. The ideal candidate possesses excellent interpersonal skills, empathy, active listening abilities, strong problem-solving capabilities, and a high sense of responsibility.

Key Responsibilities

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.
• Problem Solving:
• Effectively analyse 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.
• 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.
• 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.
• 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.
• Fresh Graduates - 2 years of experience
• Proven customer service experience in a call center, teaching or similar environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities with attention to detail.
• Empathetic and patient demeanor.
• Ability to work independently and as part of a team.
• Proficiency in using customer service software, CRM systems, and other relevant tools such as Zoom.
• Good spoken and written English.
  
  

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.

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. We are 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 Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 [email protected].

Job: School Service Delivery

Job Family: LEARNING&CONTENT_DELIVERY

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 21852