**12-month Fixed Term Contract | MENA | Arab Open University** **Specific Focus Areas** : + _For MENA_ : Address a diverse range of customer needs across multiple countries in the region. + _For Arab Open University_ : Provide tailored support and solutions to meet institutional requirements. **Purpose** This role is responsible for first-line enquiries from Pearson’s customers in the MENA region and Arab Open University. A key objective for this team will be to proactively seek ways to improve the customer service experience by changing the current approach from merely responding to customer queries to truly understanding customer needs and identifying, amending, or streamlining business processes to drive delivery excellence Enquiries from both groups require a high degree of knowledge and troubleshooting across Pearson’s business operations. Building trusted and strong working relationships with customers and internal stakeholders alike will be key to this role as well as assuming ownership for resolving enquiries which do not fit easily into current organisational responsibilities. **Key Accountabilities** Proactively support MENA and Arab Open University customers via phone, email, and chat by seeking to provide these accounts with a first-class, reliable, professional, and polished service. Providing Product/Service Information: Educate customers about products, services, and policies. Resolving Complaints: Listen to complaints, investigate issues, and resolve them in a professional manner. Pro-actively looking at opportunities to drive continuous improvement and enhance the customer experience through: + Arranging and attending customer meetings to negotiate improvement plans + Designing and implementing remedial action plans and bespoke solutions in consultation with key areas of the Pearson business where service shortfalls have been identified + Facilitate the on-going provision of key information and training from all key stakeholders across Pearson to continually improve performance metrics. + Establish and develop a collaborative working relationship with Core teams (sales, inventory, etc), consistently finding effective ways to work together and across the wider Pearson business. + To build awareness of and demonstrate an interest in the external environment surrounding Pearson and it’s internal systems and processes in order to relate to pressures and demands that our customers face. + Diagnosing Issues: Identify the root cause of customer problems and offer appropriate solutions. Escalating Complex Cases: When needed, refer issues to the relative departments. Proactive Assistance: Anticipate potential issues and address them before they arise + Maintaining Records: Log customer interactions and transactions in CRM. Processing Orders/Returns: Handle order placements, returns, or refunds as per company policies. Documentation: Ensure all interactions are recorded accurately for reference. + Technical Support Troubleshooting: Assist customers with technical problems related to the company’s products or services. Guided Solutions: Walk customers through step-by-step solutions over the phone or via digital tools **Key Challenges** A key challenge for the position holder will be their ability to operate within a highly commercial environment, quickly responding to customer needs whilst often relying on other areas of the business for solutions. Key to this role will be the individual’s ability to balance the requirements and expectations of the customer whilst communicating these needs effectively to the rest of the business to produce the required results, often within an extremely short timeframe. The position holder will be expected to demonstrate their ability to confidently bring together key colleagues from across the business to implement action plans and successfully deliver remedial actions in accordance with customer needs The position holder will be required to demonstrate a commercial awareness whilst also developing a strong depth of knowledge of Pearson's products, services and systems. **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process. **Job:** CUSTOMER SERVICE **Organization:** Higher Education **Schedule:** FULL\_TIME **Workplace Type:** **Req ID:** 17942