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Costumer Service Executive (Contract for 6 months)
Pearson
Dubai, , United Arab Emirates
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
The Customer Experience Executive ensures smooth running of the Freelancer Model and contributes in driving efficiency and quality of Training. Acts as the first point of contact for request and support, then undertakes various administrative tasks to ensure deliverables are achieved. Assists the rest of the team and LoB’s with adequate support to work effectively and efficiently.
Training Request Management
● Monitor Request form
● Pick up requests
● Clarification from KAM and Client
● Reach out to LoB and qualify the request
● Scheduling
● Start P.O. Process
Training Logistics
● Scheduling and Notify KAM of trainer allocation and dates/Times
● Start P.O. Process
● Secure Bookings (Flight, Hotel, Visas, Transfers..)
● Training prep (Follow up with Freelancers and Supply resources, Digital access)
● Liaising with the Cairo Hub for Trainer Setup
● Delivery On-site check
● Post Delivery Reporting: Survey, Report and KAM Feedback
● Focus on Action items based on the above
○ e.g. liaising with Customer Technical Support
○ Ensuring that Cairo Hub provides Freelancers and they’re accounts with necessary support
● Update training Doc
● Invoicing
● Q1-4 Reporting: Addressing key fields eg: number of institutes visited, presale impact on Sales revenue (value and volume)
● Keep track of Actual Vs. Forecasted spend
● Manage Customer experience spending against budget, analyse variances, and suggest corrective actions.
Freelancer Management
● Maintain Availability record for trainers
● Keeping Freelancer files UTD
● Update trainer database: secure new trainers seasonally
● Ensure trainer Readiness: Product updates, Shadowing, refresher sessions
● Contract Management: Renewal of contracts and SLAs
Qualifications
Skills and Competencies
● Very comfortable with extracting and analysing data (advanced MS excel skills)
● Previous experience of office administration.
● Competent in prioritizing and working with little supervision.
● Self-motivated, trustworthy, decent, imaginative, brave, and accepts accountability for own actions.
● Excellent verbal communication skills with good telephone manners.
● Outstanding business communication and interpersonal abilities.
● Excellent team player.
● Ability to work on own initiative and take responsibility where necessary and to work as part of a team.
● Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to details.
● Ability to handle last minute changes.
● Working across different time zones and working with different approaches and styles of working.
● Well-developed keyboard and computer skills with an advanced working knowledge of Microsoft Office, internet and email applications.
● Ability to work to a high standard (and while under pressure).
● Commitment to Pearson’s aims and values.
Education, Qualifications & Training
Essential:
● College Diploma or Degree
Desirable:
● N/A
Previous Experience
Essential:
● At least 3 years’ experience as office administrator
● Proficient in general accounting and budgeting.
Desirable:
● Experience in working in a multi-cultural and corporate environment.
IT Literacy
Essential:
● Proficient in all Microsoft packages including Word, PowerPoint and Excel