Pearson Customer Success Specialist in Hong Kong
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.
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.
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
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Job: CUSTOMER SERVICE
Organization: English Language Learning
Req ID: 10868