The Customer Success Specialist 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 be in Hong Kong and will support key customers in Hong Kong, Macao, and Taiwan.

Main Responsibilities

• Supervise Tier 1 service team in China to make sure orders are processed and fulfilled within the service level agreement (SLA).

• Update customer service procedure and workflow documentation to align with business changes.

• Train and coach the tier 1 team to increase work efficiency and accuracy.

• Handle escalated cases from customers, tier 1 team, and other internal departments, including customer complaints, to ensure the cases are resolved at the targeted satisfaction level.

• Proactively communicate with distribution partners and institutional customers to ensure a high level of customer satisfaction on our products and services is achieved.

• Provide regular customer health information and flag the ones with risks of churning.

• Work closely with sales teams for retention programs and sales growth opportunities.

• Gather data and feedback from distributors and institutions and share with business.

• Implement the customer service improvement programs to enhance the customer service and experience.

• Perform ad hoc tasks required.

Job Requirements

• Degree or diploma holder in any discipline

• At least 3-4 years of customer service experience; experience in contact centre operation and complaint handling would be a great advantage

• A customer-oriented self-starter with exceptional customer service and learning mindset

• Initiative, well-organized with excellent communication skills

• Proactive, responsible, and able to work independently

• Good PC Knowledge in CRM system, MS Word, Excel, PowerPoint & other PC applications

• Proficient in both spoken and written English, Cantonese, and Mandarin

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: English Language Learning

Schedule: FULL_TIME

Req ID: 10868

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