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.