Wednesday, July 4, 2018

Pearson Education South Africa Careers, Customer Services

 Customer Services Consultant in Cape Town, South Africa


Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

The Pearson Education Africa team is currently seeking the services of a Customer services consultant, to form part of the Cape Town operation. We require an individual with prior experience in the realm of customer services or customer relationship management.


Responsibilities
    Contribute to the development and delivery of a superior customer experience at each touch point across the customer value chain

    Resolve Customer enquiries from initiation to successful completion

    Ensure professional communication skills are maintained at all times

    Maintain knowledge of all business systems, processes and business rules to ensure the effective handling of all customer enquiries

    Work co-operatively to enable the on-going support of all customers through any customer experience model developed

    Comply with all service levels communicated, as defined by the business priorities and strategy

    Work co-operatively with the deployment of effective CRM principles, procedures and reporting

    Attend in-house training around system upgrades, existing and new products, and implementation of improved workflows

    Comply with all reporting processes to ensure relevant stakeholders have visibility of progress

    Create an environment conducive to the rapid response to all customer complaints received directly or indirectly, with service levels exceeding the Customer expectations

    Work collaboratively, innovatively and supportively with colleagues across the Pearson business matrix to drive excellence and profitable revenue growth


Core competencies
    Possess excellent communication, problem solving, conflict resolution and calm, tolerant listening skills

    Work independently within a framework of general instruction

    Openness to new ideas, opportunities and continuous learning

    Able to remain calm and maintain standards when working under pressure for extended periods of time

    A business understanding of the Customer value chain, Pearson’s products and services, pricing, account management and distribution

    Financial acumen to be able to work with different business models

    Able to manage and see through multiple business priorities from the various stakeholders simultaneously

    Detailed understanding and demonstrated capability of Pastel Evolution, Bookmaster and Oracle processes to further enhance performance, service delivery and enquiry resolution

    Collaborative approach to working with all teams across the business is essential


Experience
    Proven experience of working with Pastel Evolution (essential), Bookmaster and Oracle (or similar)

    2 years’ experience in a customer service or sales and marketing environment

    An understanding of the book publishing industry and the customer experience journey

    Excellent command of verbal and written English

Pearson is committed to the principles of employment equity and in accordance with our Employment Equity goals and plan; preference will be given to suitable applicants from designated groups as defined in the Employment Equity Act and subsequent amendments thereto.

Qualifications
    Matric is essential

    Degree/ Diploma is favorable

Primary Location: ZA-ZA-Cape Town

Work Locations: ZA-Cape Town-Auto Atlantic 4th Floor Auto Atlantic Cape Town 8001

Job: Customer Service

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jul 3, 2018

Job Unposting: Jul 10, 2018

Schedule: Full-time Regular

Req ID: 1809346

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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