Exams & Customer Experience Assistant

Summary

Join PeopleCert as an Online Exams & Customer Experience Assistant and deliver exceptional service while ensuring exam integrity. You will provide top-tier support to candidates, testing centers, and stakeholders. Responsibilities include overseeing secure exam conduct, addressing inquiries, resolving issues, and managing exam operations. You will maintain accurate records, collaborate with teams, and work effectively in a fast-paced environment. The role requires excellent communication and computer skills, along with flexibility to work rotating shifts. A background check is required for those working on Secure English Language Tests (SELTs).

Requirements

• 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
• Excellent command of the English & German language (native-like or C2 level certification desired, LanguageCert C2 LTE or C2 IESOL certificate would be a plus)
• Advanced computer literacy is required
• Excellent interpersonal, verbal, and written communication skills
• Well organized, self-driven, flexible and able to work in a high-volume, fast- Internal paced, and deadline-driven environment
• Availability to work in 24/7 rotating shifts (including some nightshifts on a monthly basis, weekends and holidays)
• Working on Home Office (HO) Secure English Language Tests (SELTs)
• Any person who is engaged by PeopleCert to work on the SELT service must undergo a Background Check prior to commencing their SELT duties
• All SELT personnel will be required to complete a declaration (provided by PeopleCert) where the existence of any criminal record and/or bankruptcy must be declared
• If working on the SELT service in the UK, background checks will include:A basic or enhanced Disclosure Barring Service (DBS) checkRight to Work in the UK check (including nationality, identity and place of residence)HO security check (Baseline Personnel Security Standard (BPSS) or Counter Terrorist Check (CTC)Financial background checkEmployment reference check
• If working on the SELT service anywhere in the world (outside of the UK) personnel will undergo background checks that are equivalent to those stated for the UK

Responsibilities

• Provide exemplary customer service to candidates, testing centers, and other stakeholders through various communication channels, including 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, in order 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 by applying 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

Preferred Qualifications

• ECDL Advance level certification would be considered a plus
• All applications will be treated with strict confidentiality