Advanced Associate, Customer Success Assessment & Qualifications

Job Title: Advanced Associate Customer Success Assessment & Qualifications

Job Description: The Advanced Associate Customer Success Assessment & Qualifications is a crossfunctional role primarily supporting the verification team by delivering accurate timely verification checks and resolving customer and internal queries. The role focuses on maintaining high standards of customer service meeting service level agreements collaborating effectively with stakeholders and escalating issues when needed. It requires strong communication attention to detail initiative teamwork and a continuous improvement mindset aligned with Pearsons essential behaviors.

We are looking for a proactive adaptable and highly organized individual to join our team.

The Advanced Associate Customer Success Assessment & Qualifications (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 Behaviors.
• 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 (OKRs).
  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:

• Bachelors 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.