Customer Support Tier 2: CX & Process Improvement

Pearson; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading global education company is seeking a Customer Support Tier 2 individual in Manchester to enhance customer experience and oversee Tier 1 agents. The role involves analyzing customer satisfaction metrics, resolving escalated issues, and driving process improvements. Ideal candidates will possess strong communication skills, problem-solving abilities, and a proactive approach to customer service. A background in education assessments is highly advantageous.

Qualifications

• Self-motivated individuals with strong critical thinking skills are desired.
• Experience in customer service roles is advantageous.
• Ability to analyze data for process improvements is necessary.

Responsibilities

• Ensure effective resolution of escalated customer issues.
• Conduct quality checks on Tier 1 support agents.
• Analyze and implement data to improve customer satisfaction.

Skills

Strong communication and interpersonal skills

Self-motivated

Strong problem-solving abilities

Proficiency in Microsoft Office (Excel, Word, PowerPoint)

Excellent organizational skills with great attention to detail

Adaptable and able to work flexibly in a dynamic environment

Ability to work independently and collaboratively

Proactive in identifying and implementing improvements

Education

Prior experience in education assessments (e.g., SATs)

Background in customer service or continuous improvement roles

Knowledge of customer satisfaction metrics and tools

Job description

A leading global education company is seeking a Customer Support Tier 2 individual in Manchester to enhance customer experience and oversee Tier 1 agents. The role involves analyzing customer satisfaction metrics, resolving escalated issues, and driving process improvements. Ideal candidates will possess strong communication skills, problem-solving abilities, and a proactive approach to customer service. A background in education assessments is highly advantageous.