We are currently looking for a Customer Service Specialist to join our team. The APAC Customer Services team forms part of the dedicated Higher Ed International Customer Service team. A key objective for this team will be to proactively seek ways to improve the customer service experience by changing the current approach from merely responding to customer queries to truly understanding customer needs and identifying, amending or streamlining business processes to drive delivery excellence. Building trusted and strong working relationships with customers and internal stakeholders alike will be key to this role as well as assuming ownership for resolving enquiries which do not fit easily into current organisational responsibilities.
As a Customer Service Specialist, you’ll be responsible for:
- To take responsibility in pro-actively supporting customers across the region by providing a first-class, reliable, professional and polished service.
- Pro-actively looking at opportunities to drive continuous improvement and enhance the customer experience through:
- Contact management trends analysis and monitoring of KPIs
- Arranging and attending customer meetings to negotiate improvement plans
- Designing and implementing remedial action plans and bespoke solutions in consultation with key areas of the Pearson business where service shortfalls have been identified
- Facilitate the on-going provision of key information and training L1 Support agents to continually improve Performance metrics.
- Establish and develop a collaborative working relationship with sales teams, consistently finding effective ways to work together and across the wider Pearson business
- To build an awareness of and demonstrate an interest in the external environment surrounding Pearson and it’s internal systems and processes in order to relate to pressures and demands that our customers face.
To be successful in this role, you will ideally have:
- Experience of working in a customer facing role
- Experience of working in pressurised environments
- Experience of resolving issues / delivering solutions in a service environment
- Account management experience
- Experience in designing and delivering improvements to customer service processes
- Experience of working in similar sized organisations Commercial background
- Business focused account management experience
- Project Management Skills
Benefits
- Bonus leave day, to invest in your learning as well as volunteer day to give back to the community
- Flexible hybrid working
Our team: The APAC Tier 2 Customer Serice team delivers end-to-end customer support to HE customers across the APAC region, provides expert knowledge, training and expertise to our Tier 1 customer support teams and provides data and insights into the customer experience across the region. This approach allows customer service to build relationships with individual customers and sales field staff. Staff in this area will be given end-to-end responsibility for supporting key areas across the HE business and be responsible for ensuring the customer experience across the Order to Cash journey is of the highest standard. The APAC Customer Service team has four primary functions: BPO management, Data and insights, tier 1 escalations & Continuous Improvement.
Flexible working: We are committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.
If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.
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 ppsmhr@pearson.com.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.