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C1.0 Deputy Manager - Customer Support

Reference
1808518
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Bangalore, IND
Expiry Date
21/06/2018
C1.0 Deputy Manager - Customer Support Description Deputy Manager – Customer Support Learner at the heart Pearson is a global education company that helps people around the world to make progress in their lives thr...

Job Description

C1.0 Deputy Manager - Customer Support

Description

Deputy Manager – Customer Support


Learner at the heart


Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose.

We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

Why we need you


We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world.

Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

We're investing in our technology and infrastructure. By working at Pearson, you have a unique chance to make a real difference to the lives of people all over the world.

Across the world we believe strength and success comes from diversity in our people - all qualified applicants are encouraged to apply.

About the job


Job purpose


The job is to work within the K12 Service Delivery Unit

Main responsibilities


Key Accountabilities:

●Driving performance of the processes in terms of efficiency and effectiveness and ensure compliance Service Level Agreements.

● Liaise with internal stake holders to ensure timely resolution to the customer complaints.Liaise with internal stake holders to ensure timely resolution to the customer complaints.

● Collect and collate data by generating periodic reports to carry out value added analysis to facilitate strategy planning and monthly reviews.Collect and collate data by generating periodic reports to carry out value added analysis to facilitate strategy planning and monthly reviews.

● Responsible to review and analyze performance report regularly with team to ensure that targets specified by the business are met.Responsible to review and analyze performance report regularly with team to ensure that targets specified by the business are met.

● Measure and report, SLA efficiency of vendor quarterlyMeasure and report, SLA efficiency of vendor quarterly

Day to Day Functions:

●Take responsibility for the customer queries and escalations

●Ensure the highest standards are followed while responding customer queries

●Actively challenge and refine the process

Key Challenges:

●Working with several stakeholders and business units within Pearson.

●Fast paced environment, looking to deliver on challenging timescales

Outcomes


Scope Manage the Customer Support of all Digital products and Services

Staff responsibility – Manage Customer Support service delivery through the outsourced vendor

About you


Essential skills, qualifications and experience


●Strong Operations and Customer support experience with minimum of 5 years of relevant experience

●Knowledge and experience in supporting, web and app based products / services

●Exposure to the Voice and Non Voice processes of Customer Support

●Fair understanding of Customer Support metrics and success measures

●Hands on experience in project scoping, documentation and transitions

●Hands on experience in creating Knowledgebase documents

●Experience in working on Salesforce dot com

●Prefer candidates with experience in Android App support, tech support background

Personal Style and Behavior


●Excellent interpersonal and communication skills.

●Can-do attitude

●Energetic and energizing

●Self-motivated

●Happy operating in a changing and ambiguous environment

●Brave, Imaginative, Decent and Accountable

●Good time management skills, ability to priorities tasks effectively

●Good communication skills with the ability to present complex technical information in a clear and concise manner to the customers.

Qualifications

Deputy Manager – Customer Support


Learner at the heart


Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose.

We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

Why we need you


We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world.

Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

We're investing in our technology and infrastructure. By working at Pearson, you have a unique chance to make a real difference to the lives of people all over the world.

Across the world we believe strength and success comes from diversity in our people - all qualified applicants are encouraged to apply.

About the job


Job purpose


The job is to work within the K12 Service Delivery Unit

Main responsibilities


Key Accountabilities:

●Driving performance of the processes in terms of efficiency and effectiveness and ensure compliance Service Level Agreements.

● Liaise with internal stake holders to ensure timely resolution to the customer complaints.Liaise with internal stake holders to ensure timely resolution to the customer complaints.

● Collect and collate data by generating periodic reports to carry out value added analysis to facilitate strategy planning and monthly reviews.Collect and collate data by generating periodic reports to carry out value added analysis to facilitate strategy planning and monthly reviews.

● Responsible to review and analyze performance report regularly with team to ensure that targets specified by the business are met.Responsible to review and analyze performance report regularly with team to ensure that targets specified by the business are met.

● Measure and report, SLA efficiency of vendor quarterlyMeasure and report, SLA efficiency of vendor quarterly

Day to Day Functions:

●Take responsibility for the customer queries and escalations

●Ensure the highest standards are followed while responding customer queries

●Actively challenge and refine the process

Key Challenges:

●Working with several stakeholders and business units within Pearson.

●Fast paced environment, looking to deliver on challenging timescales

Outcomes


Scope Manage the Customer Support of all Digital products and Services

Staff responsibility – Manage Customer Support service delivery through the outsourced vendor

About you


Essential skills, qualifications and experience


●Strong Operations and Customer support experience with minimum of 5 years of relevant experience

●Knowledge and experience in supporting, web and app based products / services

●Exposure to the Voice and Non Voice processes of Customer Support

●Fair understanding of Customer Support metrics and success measures

●Hands on experience in project scoping, documentation and transitions

●Hands on experience in creating Knowledgebase documents

●Experience in working on Salesforce dot com

●Prefer candidates with experience in Android App support, tech support background

Personal Style and Behavior


●Excellent interpersonal and communication skills.

●Can-do attitude

●Energetic and energizing

●Self-motivated

●Happy operating in a changing and ambiguous environment

●Brave, Imaginative, Decent and Accountable

●Good time management skills, ability to priorities tasks effectively

●Good communication skills with the ability to present complex technical information in a clear and concise manner to the customers.

Primary Location: IN-IN-Bangalore

Job: Customer Service

Organization: Growth

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jun 13, 2018

Job Unposting: Jul 13, 2018

Schedule: Full-time Regular

Req ID: 1808518

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.