Customer Service Manager

2 weeks ago


Des Moines, Iowa, United States Pearson Lanka Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Pearson. As a key member of our Higher Education division, you will be responsible for managing and developing a team of Customer Service Escalation Agents, ensuring exceptional customer experiences and driving business growth.

Key Responsibilities
  • Manage a team of Customer Service Escalation Agents, providing leadership, mentorship, and coaching to ensure high-quality customer support.
  • Develop and implement processes and systems to improve customer satisfaction and reduce escalation rates.
  • Collaborate with sales, managers, directors, and executives to propose and implement new initiatives and processes.
  • Ensure work queues are managed efficiently, meeting department SLAs and quality standards.
  • Manage high-level escalations and major customer issues, maintaining a high level of customer satisfaction.
Requirements
  • 5+ years of experience in customer service, with a proven track record of leadership and team management.
  • Excellent interpersonal, written, and verbal communication skills.
  • Strong technical background with Pearson Higher Education products and Microsoft Office Suites.
  • Ability to work with all levels of management and staff, with a focus on building strong relationships and driving results.
  • Detail-oriented with good follow-through on projects, and a strong ability to work independently with minimal supervision.
What We Offer

As a Customer Service Manager at Pearson, you will have the opportunity to work with a talented team, develop your skills and expertise, and make a meaningful impact on our customers' experiences. We offer a competitive salary, benefits package, and opportunities for professional growth and development.



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