About this role
Job Title: Advanced Associate, Customer Success
We are looking for a proactive, adaptable, and highly organized individual to join our team.
The Advanced Associate, Customer Success (Verification) is a cross-functional role supporting multiple processes as and when required however predominantly the role will be for our newly formed verification team.
Key Accountabilities:
- Ensure a high standard of customer service is maintained at all times.
- Delivering high quality and accurate work, with meticulous attention to detail.
- Liaise with peers, customers and internal teams via Microsoft Teams, phone and email.
- Develop and maintain a professional working relationship with internal and external customers.
- Deliver processes to meet service level agreements.
- Effectively escalate any concerns issues to the team manager or team leader.
- Embrace the Pearson Essential Behaviours.
- Actively participate in team meetings and review process.
Process Specific:
- Conduct accurate and efficient verification checks for each application.
- Resolve queries from external teams and customers.
- Provide accurate and timely delivery of information.
Skills: Individual Core Competencies:
- Provide a customer focused service.
- Effective communication.
- Work with others to achieve individual and team Objectives and Key Results (OKR's).
Take a creative and innovative approach to work.
Additional Competencies:
- Inspire and foster team commitment, spirit, pride and trust.
- Support and motivate peers to accomplish given tasks.
- Able to use own initiative and be accountable for own actions.
- Make recommendations for process improvements.
Qualifications:
Essential:
- Bachelor's Degree graduate of any course.
- Good PC/Office suite skills including intermediate skills in MS Excel.
- Fresh Graduates or those with 1 - 2 years of Customer Service (Back Office) position
Desirable:
- Previous experience in working with Oracle systems (IQS) and EMS (AS400/iSeries) however full training will be given to the successful candidate.
Previous Experience:
Essential:
- Demonstrate ability to multi-task
- Able to manage own time effectively.
Desirable:
- Previous experience and knowledge of working within an Awarding Body.
Other facts
About Pearson
Our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. That’s why our c. 20,000 Pearson employees are committed to creating vibrant and enriching learning experiences designed for real-life impact. We are the world’s leading learning company, serving customers in nearly 200 countries with digital content, assessments, qualifications, and data. For us, learning isn’t just what we do. It's who we are.
What you'll do
- The primary responsibility involves conducting accurate and efficient verification checks for applications within a newly formed verification team, while ensuring high standards of customer service are maintained. This includes resolving queries from external teams and customers and delivering information accurately and timely to meet service level agreements.
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