Manager, Customer Relations


Title: Manager, Customer Relations

  • Location: USA
  • Categories: Media / Publishing Education/Higher Education
  • Job Description: Manager, Customer Relations

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

Reports to the Director, Customer Service and Engagement and is responsible for setting the vision, direction, and culture of their team by strategically driving process improvement, motivating a team of leaders and exceptionally driven, customer-obsessed executive customer service associates, while maintaining singular focus on ensuring and improving a world-class customer experience. Will also be responsible to technically guide and accountable for customer escalations and possesses a good knowledge of the company’s products and other applications used by our customers and partners.

Qualifications

  • Regularly investigate and compile detailed upward summary reports to senior leaders across Online Blended Learning
  • Resolve high complexity or sensitive customer interactions as escalated by Specialists.
  • Create solutions for complex customer service issues and become proactive in resolving negative service trends.
  • Set clear objectives, evaluate progress and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
  • Set-up, manage and improve standards and procedures within the team to ensure working practices are well defined and operational with minimal disruption.
  • Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
  • Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Support) in the workflow.
  • Manage daily operational support delivery, including scheduling support shift coverage and rotations, aligning resources for initial response and timely resolution for customer cases via phone, web and community
  • Cross-functional collaboration and leadership to resolve escalated issues, fulfil customer needs, and proactively improve supportability of products and services.
  • Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback and CSAT sores.

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.

  • Primary Location: US-RE-Remote
  • Work Locations: US-Remote Remote
  • Job: Customer Service
  • Organization: North America
  • Employee Status: Regular Employee
  • Job Type: Standard
  • Shift: Day Job
  • Schedule: Full-time Regular
  • Req ID: 2009897

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.



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