The Online Exams & Customer Experience Assistant provides top-tier customer support and ensures exam integrity for PeopleCert's global certification services. The role involves handling customer inquiries, overseeing secure exam proctoring, and performing back-office administrative tasks. The successful candidate will work in an agile, international team environment across multiple time zones.
What You'll Do
- Provide exemplary customer service to candidates, testing centers, and other stakeholders through email, chat, and phone.
- Address inquiries, resolve issues, and ensure a positive customer experience throughout the examination & certification process.
- Oversee the secure and fair conduct of certification exams at designated testing centers or online platforms.
- Enforce exam rules and protocols to maintain the integrity of the certification process.
- Handle any technical or procedural issues that may arise during exams.
- Execute administrative tasks related to exam registrations, scheduling, and result processing.
- Maintain accurate and up-to-date records in our systems, ensuring compliance with established procedures and standards.
- Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
- Work effectively in a team environment and liaise with other teams to get the job done and reach the best possible results.
- Carry out any reasonably allocated duties and tasks, relevant to the role and the scope of activities.
- Apply a flexible & adaptable customer centric approach to serve PeopleCert’s multinational presence and global operations across multiple time zones.
- Ensure their work and presence is aligned with company’s values “Quality - Passion - Integrity – Innovation,” at all times.
What We're Looking For
- Excellent command of the English & Italian language (native-like or C2 level desired).
- Advanced computer literacy is required.
- Excellent interpersonal, verbal, and written communication skills.
- Well organized, self-driven, flexible.
- Ability to work in a high-volume, fast-paced, and deadline-driven environment.
- Availability to work in 24/7 rotating shifts (including some nightshifts on a monthly basis, weekends and holidays).
- For UK SELT work: Right to Work in the UK check (including nationality, identity and place of residence).
- For UK SELT work: HO security check (Baseline Personnel Security Standard (BPSS) or Counter Terrorist Check (CTC)).
- For UK SELT work: Financial background check.
- For UK SELT work: Employment reference check.
- For SELT work anywhere: Undergo background checks equivalent to UK standards.
- All SELT personnel must complete a declaration of any criminal record and/or bankruptcy.
- Any person engaged to work on the SELT service must undergo a Background Check prior to commencing duties.
Nice to Have
- Bachelor’s degree any discipline will be an asset.
- Previous experience in similar position/ function will be considered as an asset.
- Prior working experience in the certification of persons and/or training and exam fields would be considered an advantage.
- Passionate with Customer Satisfaction.
- LanguageCert C2 LTE or C2 IESOL certificate would be a plus.
- ECDL Advance level certification would be considered a plus.
Team & Environment
Agile team, cross-functional collaboration.
Benefits & Compensation
- Monthly Bonus upon Performance.
- Work in an international, dynamic and fun atmosphere.
- Two free vouchers for all certifications from PeopleCert's Portfolio per year for all employees.
- Complimentary coffee and tea in all our premises.
- Huge learning experience in using best practices and global environment.
- Constant personal and professional development.
Work Mode
This is a Remote role. It requires availability for 24/7 rotating shifts (including nightshifts, weekends, holidays). Must serve global operations across multiple time zones.
All applications will be treated with strict confidentiality.
