Customer Experience Executive (Contract for 6 months) | Pearson | Dubai


Job description

Description
Customer Experience Executive (Contract for 6 months)
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 ExperienceExecutive ensures smooth running of the Freelancer Model and contributes indriving efficiency and quality of Training. Acts as the first point of contactfor request and support, then undertakes various administrative tasks to ensuredeliverables are achieved. Assists the rest of the team and LoB’s with adequatesupport to work effectively and efficiently.
Training RequestManagement
Monitor Request form
Pick up requests
Clarification from KAM and Client
Reach out to LoB and qualify the request
Scheduling
Start P.O. Process
TrainingLogistics
Scheduling and Notify KAM of trainerallocation and dates/Times
Start P.O. Process
Secure Bookings (Flight, Hotel, Visas,Transfers..)
Training prep (Follow up with Freelancersand Supply resources, Digital access)
Liaising with the Cairo Hub for TrainerSetup
Delivery On-site check
Post Delivery Reporting: Survey, Reportand KAM Feedback
Focus on Action items based on the above
○e.g. liaising with Customer TechnicalSupport
○Ensuring that Cairo Hub providesFreelancers 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 spendingagainst budget, analyse variances, and suggest corrective actions.
FreelancerManagement
Maintain Availability record for trainers
Keeping Freelancer files UTD
Update trainer database: secure newtrainers seasonally
Ensure trainer Readiness: Productupdates, Shadowing, refresher sessions
Contract Management: Renewal of contractsand SLAs
Qualifications
Skills and Competencies
Very comfortablewith extracting and analysing data (advanced MS excel skills)
Previousexperience of office administration.
Competent inprioritizing and working with little supervision.
Self-motivated,trustworthy, decent, imaginative, brave, and accepts accountability for ownactions.
Excellent verbalcommunication skills with good telephone manners.
Outstandingbusiness communication and interpersonal abilities.
Excellent teamplayer.
Ability to workon own initiative and take responsibility where necessary and to work as partof a team.
Strongorganizational skills that reflect ability to perform and prioritize multipletasks seamlessly with excellent attention to details.
Ability to handlelast minute changes.
Working acrossdifferent time zones and working with different approaches and styles ofworking.
Well-developedkeyboard and computer skills with an advanced working knowledge of MicrosoftOffice, internet and email applications.
Ability to workto a high standard (and while under pressure).
Commitment toPearson’s aims and values.
Essential
Education,Qualifications & Training
College Diplomaor Degree
Desirable
N/A
Essential
PreviousExperience
At least 3 years’experience as office administrator
Proficient in generalaccounting and budgeting.
Desirable
Experience inworking in a multi-cultural and corporate environment.
ITLiteracy
Essential
Proficient in allMicrosoft packages including Word, PowerPoint and Excel
Primary Location: AE-AE-Dubai
Job: Project/Temporary Workforce
Organization: Growth
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job

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