12 month Fixed Term Contact

Purpose

Responsible for first-line enquiries from Pearson’s MENA customers. 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.

Experience has shown us that enquiries from customers in MENA require a higher degree of knowledge and troubleshooting across the Pearson business. 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.

Key Accountabilities

To take responsibility in pro-actively supporting MENA customers over the phone, email and chat by seeking to provide these accounts with a first-class, reliable, professional and polished service. Providing Product/Service Information: Educate customers about products, services, and policies. Resolving Complaints: Listen to complaints, investigate issues, and resolve them in a professional manner.

Pro-actively looking at opportunities to drive continuous improvement and enhance the customer experience through:

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 from all key stakeholders across Pearson to continually improve performance metrics.

Establish and develop a collaborative working relationship with Core teams (sales, inventory, etc), consistently finding effective ways to work together and across the wider Pearson business.

To build 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.

Diagnosing Issues: Identify the root cause of customer problems and offer appropriate solutions. Escalating Complex Cases: When needed, refer issues to the relative departments. Proactive Assistance: Anticipate potential issues and address them before they arise

Maintaining Records: Log customer interactions and transactions in CRM. Processing Orders/Returns: Handle order placements, returns, or refunds as per company policies. Documentation: Ensure all interactions are recorded accurately for reference.

Technical Support Troubleshooting: Assist customers with technical problems related to the company’s products or services. Guided Solutions: Walk customers through step-by-step solutions over the phone or via digital tools

Key Challenges

A key challenge for the position holder will be their ability to operate within a highly commercial environment, quickly responding to customer needs whilst often relying on other areas of the business for solutions.

Key to this role will be the individual’s ability to balance the requirements and expectations of the customer whilst communicating these needs effectively to the rest of the business to produce the required results, often within an extremely short timeframe.

The position holder will be expected to demonstrate their 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

The position holder will be required to demonstrate a commercial awareness whilst also developing a strong depth of knowledge of Pearson's products, services and systems.

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. Learn more at We are Pearson.

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.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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 TalentExperienceGlobalTeam@grp.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.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type:

Req ID: 17943