Job Information
Assessment & Qualifications Assistant Manager Customer Service Operations Support in Tokyo, Japan
CORE COMPETENCIES
Experience in managing a small team including a third party vendor
An individual contributor as well as a team-player
Self motivated, shows initiative and has a strong sense of responsibility
Active with a positive attitude and a good team motivator
Display willingness to learn/fast learner
Has good judgement and balance between the business and customers when making decisions.
Ability to work in a fast pace global environment with a good understanding of both Japanese and Global work cultures.
REQUIRED KNOWLEDGE AND EXPERIENCE
Education and Experience:
Bachelor's Degree
IT knowledge and skills (preferred but not required)
Proficient in MS Office especially Excel & Word (required)
Minimum of 23 years’ experience in a customer service and/or other related industry as a team leader or manager with proven exceptional customer service skills
Proven written/spoken skills and verbal communication skills in both English and Japanese
Comfortable in working and multi-tasking in a fast-paced work environment
Strong individual and team time management, problem solving and task/business decision-making skills
Has a good sense of judgment and being able to prioritize/allocate tasks depending on the impact and urgency
Has flexibility and adaptability to change depending on the needs of the business, team and is supportive of companywide goals and objectives
Has a proven disciplinary and performance track record
PRIMARY RESPONSIBILITIES – perform work as assigned
Program Coordination
● Manage and supervise the daily operations of the Program Coordinator Team (Manager=Open position) +1 agent ) as well as the Customer Service Team(Manager + 10 Agents), making sure that all tasks are handled accordingly and within company set SLAs/KPIs as well as providing training/feedbacks to your team as necessary to increase team performance.
● Remote management and supervision of the customer service team to enhance service levels and customer satisfaction.
● As a “playing manager”, along with the other members of the Program Coordinator Team, handling incoming inquiries, complaints and questions from customers, related to a range of specified client products/services with the objective of resolving the candidate’s issues as quickly as possible.
● As a “playing manager”, along with the other members of the Program Coordinator Team, handling incoming inquiries, complaints and questions from customers, related to the Japan E-Commerce Stores.
● Act as a 2nd level escalation point for the Program Coordinator and Customer Service Teams providing guidance or proactive taking over critical tasks and/or escalations.
● Act as a bridge between other internal/external parties, mainly Program Managers, VSS Service Desk/ Customer Service team/Channel Quality and Security and Customers.
● Provide assistance to other departments in clarifying test delivery policy and procedures, including management/updates of manuals and documentations.
● Provide assistance to the technical team for issues/outages related to the Pearson VUE test delivery system.
● Participate in company wide global projects and join regular team meetings,buzz sessions as required including those outside of the Japan local working hours.
● Identify areas for service and procedural improvement and make recommendations or implement actions as required.
● Undertake any “Administrative” tasks for the team(ie: ISO and Privacy Mark related tasks).
● All other associated tasks
*The Program Coordinator Manager role works under the Director for Japan Operations.
Note: The task distribution of work listed above may change depending on the needs of the business.
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
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.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
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: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: Hybrid
Req ID: 16180