Customer Service Analyst (Alabang, Philippines)

Job Title: Customer Service Analyst Schedule: Full-Time Arrangement: Onsite/Hybrid/Remote About the Role: Join Pearson’s Continuous Improvement team as a Customer Service Analyst, supporting our Benelux and Poland Operating Units recently integrated into the Oracle EBS system. In this role, you’ll analyze customer service data, improve customer satisfaction strategies, and drive process efficiencies while contributing to a seamless customer experience. Key Responsibilities:

1. Analyze customer service data to identify trends and recommend areas for improvement.
2. Develop and implement strategies to enhance customer satisfaction and resolve issues effectively.
3. Collaborate with customer service teams to address and resolve customer concerns.
4. Assist in developing, updating, and maintaining customer service policies and procedures.
5. Participate in training programs to stay updated on industry best practices.
6. Create and maintain comprehensive documentation of customer interactions and resolutions.
7. Support the design and delivery of customer service training programs.
8. Coordinate with other departments to ensure a seamless and consistent customer experience.
9. Prepare and present performance reports to senior management.
10. Identify and implement opportunities for process improvements and efficiency gains.
11. Collaborate with cross-functional teams to align processes with organizational goals.
12. Monitor, track, and report on the progress of continuous improvement initiatives.
13. Provide training and support on continuous improvement tools and techniques.
14. Conduct root cause analyses to identify and resolve underlying issues effectively.
15. Maintain detailed documentation related to process improvements.

Skills:

1. Strong analytical skills with the ability to handle and interpret large volumes of data.
2. Proficiency in Microsoft Office (Excel, Word, PowerPoint).
3. Excellent organizational skills with great attention to detail.
4. Strong verbal and written communication skills.
5. Adaptable and able to work flexibly in a dynamic environment.
6. Ability to work independently and collaboratively in a team setting.
7. Capable of providing support on returns, product knowledge, and related queries.
8. Proactive in identifying and implementing process or system improvements.

Desirable Qualifications:

1. Prior experience with Oracle EBS or similar ERP systems is a plus.
2. Background in customer service or continuous improvement roles.
3. Knowledge of customer satisfaction metrics and tools.

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. 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. 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: . #J-18808-Ljbffr