Customer Service Analyst

We want to invite you to add your talent to the world's leading learning company, with more than 24,000 employees operating in 70 countries!

At Pearson we are committed to a world that is always learning and to our talented team who make it possible. From bringing lectures to life to turning textbooks into computer-based lessons, we are constantly re-examining the way people achieve meaningful learning around the world. We are bold and innovative in our thinking and we motivate each other to explore new frontiers in an environment that supports and inspires us to always be our best selves.

We seek to build a diverse work team, in which the most important thing is talent, where everyone is considered regardless of gender, ethnicity, religion, sexual orientation, disability, age or origins. This is what makes us the world's leading learning company.

Description 

This position aims to deliver digital solutions that involve the implementation, activation and distribution of accesses for the timely use of our products and services. Also provide guidance and technical support to clients.

We expect to have a person who is enthusiastic and with experience in the implementation and support of solutions, with great interest in helping clients and with communication skills that promote teamwork.

 

Responsibilities:

Effectively execute the configuration and onboarding processes of products and digital platforms for internal and external clients.  Accurately and timely process service requests within service level agreements and in accordance with established policies, processes, working agreements and procedures.  Follow the processes and procedures, documentation, record of activities that contribute to guaranteeing the successful delivery and monitoring of digital implementations, as well as promoting customer retention.  Provide support and follow-up to internal and external client cases through our help desk.  Prepare guides, manuals and self-help materials that contribute to the end-user experience regarding the implementation and use of Pearson Higher Education digital products and platforms.  Systematize continuous learning of new processes and solutions to plan their effective implementation. Provide actionable insights to enhance the overall customer experience. Interact and collaborate with the areas involved in Customer Service processes.

Required skills:

Service attitude (commitment to customer-centered services).  Ability to work independently and as part of a team, managing the projects under their responsibility.  Excellent attention to detail, time management, analytical and problem-solving skills. Predisposition to constant learning, adaptation to change and continuous improvement. Ability to work collaboratively with cross-functional teams. Assertive communication, empathy, and respect.

Qualification:

Proven experience as a Customer service Analyst or similar role. Professional working proficiency in English (B1). Systems Skills: Microsoft 365 Office Suite (Intermediate-Advanced Excel), CRM (Salesforce), LTI Integrations.