Advanced Associate, Customer Success

6 hours ago

Manila, National Capital Region, Philippines Pearson Full time

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.

     

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