Assessment Team

Position:
Customer Service Representative - Assessment

Location:

Remote (work from home) working New Zealand business hours

Employment Type:

Full-Time

Salary:
Competitive, commensurate with experience

The Customer Service Representative for Assessments will be integral in supporting our clients through their assessment processes, ensuring they receive an exceptional level of service. In this role, you will assist customers with inquiries related to assessments, provide detailed instructions, and help resolve any issues that arise during the assessment lifecycle. Your passion for helping others and your ability to communicate effectively will contribute to a positive and informed customer experience, while your organizational skills will be key in managing multiple assessments simultaneously.

• Customer Support - Serve as a primary point of contact for clients regarding assessment inquiries through various communication channels including phone, email, and chat
• Problem Resolution - Effectively troubleshoot and resolve issues related to assessments and provide timely updates to customers
• Instructional Guidance - Provide clear instructions to clients regarding assessment procedures and requirements
• Collaboration - Work with internal teams to elevate issues and ensure a smooth assessment experience for customers
• Documentation - Maintain accurate records of customer interactions and ensure all issues are logged appropriately in the company's CRM

• Proven customer service experience - Previous work in a customer service role, particularly in assessments or educational support is strongly preferred
• Excellent communication skills - Strong verbal and written communication skills to effectively assist customers
• Strong problem-solving skills - Ability to identify problems and persistently work towards satisfactory resolutions
• Detail‑oriented - Demonstrated ability to handle complex processes with accuracy
• Tech‑savvy - Proficient with CRM software, assessment platforms, and standard office software suites

• Experience in educational assessment - Familiarity with standardized testing or educational assessments is a plus