Pearson Customer Service Supervisor in Hong Kong
To supervise the performance of the CS team and maintain strong working relationships with other customer facing personnel in the Sales and Customer Services teams. To build and maintain strong relationships with multiple contacts and will serve as an escalation point for customer issues. To develop and implement process and system improvements which contribute to the development and achievement of the Customer Experience strategy for Pearson. To represent Customer Support for the development and implementation of key projects including new systems and products ensuring that customer experience is always considered. To 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.
Supervise the CS team and ensure SLAs and quality KPIs are achieved.
Understand the support framework and systems used for all lines of business and ensure development is consistent with the Customer Experience strategy.
Work with development teams across Pearson to deliver the Customer Experience requirements in accordance with business requirements.
Coach the BPO (Tier 1) Support team and facilitate first and second-line fault resolution. This role will take ownership of escalated faults through to resolution.
To collect appropriate CX data that can be used to measure and improve customer experience. Provide reporting in standard formats to key stakeholders across the business to enable informed decision making.
To assist teams with the preparation of customer maps that are consistent with the Pearson agreed format
Ability to thrive in a changing working environment.
Excellent written and verbal communication skills in Cantonese.
Intermediate working knowledge of Excel, Visio Word , PowerPoint or equivalent systems
At least 2 years experience in a Customer Service role
Previous supervisory experience.
Experience developing performance reports.
A working knowledge of basic project management
Working Experience with Salesforce or other ticketing systems.
Proficiency in Mandarin and English
Job: CUSTOMER SERVICE
Organization: English Language Learning
Req ID: 6808