Pearson Hiring for Customer Service Specialist (Higher education) Tier 2 Job at Melbourne Full Time

Our company: We are the world’s leading learning company. Our purpose at Pearson is to help everyone achieve their potential through learning. Our ability to help people learn is built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees around the world in 70 countries in which we operate are dedicated to doing just that: creating the digital-first, accessible and sustainable learning resources that prepare tens of millions of people each year for a lifetime of learning.

Diversity: At Pearson we value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do, while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential. We foster a work environment where we reflect our customers and learners, and where our people can be themselves.

Flexible working: Pearson is committed to supporting a diverse and adaptable workforce through hybrid work practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly. Join our team and work remotely while still being engaged and part of a dynamic and supportive team.

Our team: Customer Service team supports our customers via email, live chat and phone. We are expanding the team in Australia to handle the increase in work volume as Universities and Higher Education students prepare to start for 2022.

The role: As a Tier 2 Customer Service Specialist, you will part of a supportive team who handle more complex inquiries and, provide over the phone support for our Key Customers and the sale teams. The Customer Service Specialist resolves customer support calls and cases within our SLA. They are the first point of contact for Pearson educators, Students, Bookshops and our sales and customer success teams. You will be an escalation point for the offshore contact centre and ensure customer satisfaction and enable first contact issue resolution.

What you will do:

• You will be the key contact for new and existing customers. Handle customer enquiries via phone and email

• Assist with escalations from our offshore contact centre.

• Handle queries with an objective to resolve them on first contact and in line with the Pearson service level agreements.

• Assist with the processing of orders, credits and/or other administrative tasks.

• Troubleshooting and fixing our Digital learning product issues by working with our Higher Ed product team and Learning Technology Managers.

To be successful in this role, you’ll ideally have:

• Ability to problem solve and strong attention to detail

• Clear communication – written and verbal

• Working individually and in a team

• Take initiative to identify gaps and trends

• A working knowledge of Microsoft Office suites

• Experience working in a customer service or technical support role.

• Previous experience working in a contact centre environment would be highly regarded but not essential.

Join our team and work remotely while still being engaged and part of a dynamic and supportive team. When you are not home, you’ll be based in Melbourne. Based in stunning, heritage-listed offices in Melbourne’s Docklands, you have everything at your door step, not to mention the easy 2 minute walk from Southern Cross Station.

To learn more about Pearson’s commitment to a diverse and inclusive workforce please click here The Power of Difference at https://www.pearson.com/careers/diversity-and-inclusion.html

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL_TIME

Req ID: 1977