Job Description

About the role: 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, youll 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 its 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

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.

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.

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.