The Customer Service Specialist (CSS)will deliver ELL Greater China customers a first-class customer experience, making it easy for them to purchase, encouraging engagement and usage and onto successful retention and growth. They will build and maintain strong relationships with multiple contacts and will serve as an escalation point.  The Customer Success Specialist will be required to maintain strong working relationships with other customer facing personnel in the Sales and Customer Services teams. This role will support key customers in Hong Kong & Taiwan

Responsibilities

• This role is a key contact for ELL distributors and institutions. The CSS will have a detailed knowledge of the products being purchased and will proactively work with allocated distributors and institutions to ensure that they are able to purchase products efficiently. 
• The CSS will resolve cases escalated by Sales or Customer Service for allocated Distributors and Institutions. 
•  The CSS will work cooperatively with the sales teams and Tier 1 team to ensure that orders are fully supported with orders delivered within SLA. This role will also process orders. 
• The role includes gathering data and feedback from Distributors and Institutions and implementing continuous improvement programs to improve service 

Qualifications

• Experience meeting, and exceeding customer needs, and maximizing customer satisfaction.  
• At least 2 years experience in a Customer Support or Account Management role 
• Digital Savvy, Data Literate 
• Excellent verbal and written communication in Cantonese and English 
• Experience working with Salesforce or other ticketing systems would be an advantage 

A competitive package including 5-day work, medical and dental benefits will also be offered to the right candidate.

Interested parties may submit your full resume via Apply Now.

All personal data provided will be treated in strict confidence and be used for recruitment purposes within the Pearson Group only. Information on unsuccessful candidates will be destroyed within 2 years.

Pearson is the world’s leading learning company. Our education business combines 150 years of experience in publishing with the latest learning technology and online support.

We work in more than 70 countries. Courses are available as books, online and through multilingual packages, helping people learn whatever, wherever and however they choose.

In Hong Kong and Macau, with Longman, Prentice Hall, and many other brands, Pearson is the leader in all education sectors, ranging from pre-school, primary, secondary and higher education through to adult learning.

We would like to invite qualified candidates to apply for the following positions: