Role Overview & Mandate
Executive Summary
About the role: The APAC Tier 2 CS team delivers end-to-end customer support to HE customers across the APAC region, provides...
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Sources: USCIS E-Verify & Home Office CoS
About the role:
The APAC Tier 2 CS team delivers end-to-end customer support to HE customers across the APAC region, provides expert knowledge, training and expertese 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 hights standard. The APAC Customer Service team has four primary functions: BPO management, Data and insights, tier 1 escalations & Continuous Improvement. The APAC Customer Services team forms part of the dedicated HE Intl. CS team.
You will be responsible for:
- Proactively seeking 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 as well as assuming ownership for resolving enquiries which do not fit easily into current organisational responsibilities.
- Pro-actively supporting customers across the region by providing a first-class, reliable, professional and polished service and 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
- 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 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
- Ability to confidently bring together key colleagues from across the business to implement action plans and successfully deliver remedial actions in accordance with customer needs
- Demonstrate a commercial awareness whilst also developing a strong depth of knowledge of Pearsons products, services and systems.
- Adopt different communication styles and strategies to achieve results, drive forward internal and external relationships and represent the Global Customer Service and Support at all times. The ability to be empathetic to the needs of Key customers and sales staff alike will be crucial to the success of this role.
Flexible working: We are committed to hybrid working practices and have adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.
Our team: Higher Education - The Higher Education division provides quality courseware and innovative digital learning solutions that support learners and educators in the tertiary sector.
Our purpose at Pearson is to help everyone achieve their potential through learning. At the heart of this is a commitment to sustainable practices and meaningful, measurable outcomes.
Our company: Pearson was founded in 1844 and has been built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees are dedicated to creating the high-quality, digital-first, accessible and sustainable resources for lifelong learning.
Diversity: At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.
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.
Job: CUSTOMER SERVICE
Organization: Higher Education
Schedule: FULL\_TIME
Req ID: 10053
