Pearson is transforming to new business structure. This includes transformation of the customer Service operation. The Customer Service Analyst will perform a role supporting ELL customers and the business across Greater China. They will coordinate the workflow for a team of Customer Service staff in Hong Kong, develop and implement new processes and assist with specific Customer Service Projects. The role will be required for 6 months with the possibility of extending. Main Responsibilities

Responsibilities

• Supervise the daily work allocation of a team made up of Customer Success and Tier 2 Support so that the SLAs for phone calls and order processing, are achieved.
• Draft process documents and prepare training materials for use by the Customer Service Team. Coach team members on new processes. Provide regular performance reporting
• Work with key stakeholders to resolve cases escalated from the CS teams
• Participate in transformation projects related to Customer Service

Qualifications

• At least 1 year experience in a Customer Support or Account Management role.
• Digital Savvy, Data literate
• Working experience with Salesforce or other ticketing systems
• Excellent verbal and written communication in Cantonese and English
• Proficiency in Mandarin 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: