Customer Services Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Pearson Full time
Main Purpose

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 cooperatively to enable the successful implementation and ongoing 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 cooperatively with the deployment of effective CRM principles, procedures and reporting.
  • Attend inhouse 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 ongoing 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 selfcontrol.
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 daytoday activities.
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.
  • Relationshipbuilder: Actively collaborates with others, wi

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