Pearson Vacancies 2024 Apply Here Pearson Careers @za.pearson.com

Main Purpose

To execute effective and efficient handling of all customer enquiries received via phone, email, fax, reps or website across the entire value-chain and promote customer self service through the B2B and B2C channels.

Key responsibilities

• Contribute to the development and delivery of a superior customer experience at each touch point across the customer value chain, and assisting customers where required
• Resolve all Customer Enquiries from initiation to successful completion, including first line Technology Support for all digital product and learning solutions deployed, based on seasonal peaks and service growth where required
• Ensure professional communication skills are maintained at all times
• Maintain knowledge of all business systems, processes and business rules to ensure the effective handling of all customer enquiries to meet specified KPI’s
• Work co-operatively to enable the successful implementation and on-going support of all customers through any customer experience model developed.
• Comply with all Service Levels communicated, as defined by the business priorities and strategy.
• Work co-operatively with the deployment of effective CRM principles, procedures and reporting.
• Attend in-house training events for the team around system upgrades, existing and new products; together with the implementation of improved workflows
• Communicate with all Pearson teams to enable effective resolution of enquiries
• Conduct on-going market analysis and research campaigns when required
• Comply with all reporting processes to ensure relevant stakeholders have visibility of progress
• Create an environment conducive to the immediate response to all customer complaints received directly or indirectly, with service levels exceeding the customer expectations
• Work collaboratively with the Customer Orders Team, within an atmosphere of respect and open communication
• Work collaboratively, innovatively and supportively with colleagues across the Pearson business matrix to drive excellence and profitable revenue growth

Core competencies: Functional

• Possess excellent communication, problem solving, conflict resolution and calm, tolerant listening skills
• Work independently within a framework of general instruction
• Openness to new ideas, opportunities and continuous learning
• Able to remain calm and maintain standards when working under pressure for extended periods of time
• A business understanding of the Customer value chain, product & services, pricing, account management and distribution including:
• demonstrated negotiation and collaboration,
• resource and time management toward achieving desired service levels,
• on-going learning.
• Able to manage and see through multiple business priorities from the various stakeholders simultaneously
• Detailed understanding and demonstrated capability of systems & processes to further enhance performance, service delivery and enquiry resolution
• Collaborative approach to working with all teams across the business is essential

Core competencies: Leadership

Leading Self

• Always learning: Discusses data, key industry trends and conditions and understands the implications for their own business area. Welcomes new ways of doing things. Acts on feedback to assess strengths and weaknesses.
• Courageous: Asserts opinions on issues. Is willing to make decisions even when there is ambiguity or uncertainty. Recognises conflict and names the issues.
• Ethical: Is guided by a clear moral compass to act with integrity and fairness; treats people honestly and with compassion regardless of level, personality or background. Identifies and escalates ethical issues. Follows through on commitments.
• Determined: Sets high standards of performance for self and others. Creates a sense of urgency to achieve results. Persists in the face of obstacles or setbacks, remaining calm and in self-control.

Leading the Business

• Customer focused: Identifies and responds to customer requirements, expectations and needs. Encourages feedback from customers to continually improve products and services in line with the brand. Aims to exceed customer expectations.
• Transformational: Demonstrates active support for change initiatives. Changes own behaviour and actions to align with change initiatives. Embraces rather than resists change.
• Strategic and visionary: Demonstrates an understanding of the organisation’s mission and strategies. Works to clarify and understand the global purpose and mission for own work. Integrates and balances big picture concerns with day-to-day activities.
• Innovative: Generates innovative ideas and solutions to problems. Finds ways to extend and apply innovative ideas to enhance business results.

Leading others

• Develop: Offers others support and help, and willingly shares own knowledge and expertise. Owns their development and encourages a two way process with whom they report to. Offers helpful suggestions to support others’ development. Offers constructive feedback to others to support their development.
• Inspirational: Projects a positive image and serves as a role model for other’s performance. Is flexible across a wide range of situations. Demonstrates energy and a sense of ownership and commitment to the organisation.
• Relationship-builder: Actively collaborates with others, within and across groups around the world. Appropriately involves others in decisions and plans that affect them. Listens carefully and attentively to others’ opinions and ideas.
• Makes it happen: Takes personal responsibility to make decisions and take action. Works hard to achieve goals that support strategic priorities. Holds self accountable for meeting assigned goals.

Experience

• 2 years experience in a customer services, support or sales & marketing environment
• Experience using a CRM system would be an advantage
• An understanding of the education environment, processes and customer requirements
• An understanding of digital products and services offered
• Proven experience working in both product and service based areas of organisations, ideally with technology as the enabler to migrate clients toward a self-service environment

Qualifications

• Relevant qualification and/or experience in Customer Relations/Services or Call Centres.
• Matric is essential
• Computer literacy (MS Office, internet and other business systems) is required.

Pearson is committed to the principles of employment equity and in accordance with our Employment Equity goals and plan; preference will be given to suitable applicants from designated groups as defined in the Employment Equity Act and subsequent amendments thereto.

Job: CUSTOMER SERVICE

Organization: International

Schedule: FULL\_TIME

Req ID: 9512