Customer Service Administrator

**About the role**: We are currently looking for a Customer Service Administrator to join our team. A key objective 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.

**Our team**: The APAC Tier 2 CS 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.

**Our Purpose - Add Life to a Lifetime of Learning**

**As a Customer Service Administrator, 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**:

- Bachelor degree or higher level of tertiary qualification.
- 3 or more years of working experience in customer service, teaching, training, technical support and customer success.
- Experience in the Education market, with knowledge of educational software (preferrable).
- Experience in Learning Management System integrations (preferrable).
- Excellent problem-solving and decision-making skills.
- Strong project management skills.
- Excellent verbal, written and presentation 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.

**Who we are**:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

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.

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.

**Job**: CUSTOMER SERVICE

**Organization**: Higher Education

**Schedule**: FULL\_TIME

**Workplace Type**: Hybrid

**Req ID**: 17900

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