客户服务经理
Manager, Customer Service
我们是谁：
在Pearson，我们的目标很简单：通过学习帮助人们实现他们想象中的生活。我们相信每一次学习机会都是一次个人突破的机会。
我们是全球终身学习公司。对我们而言，学习不仅仅是我们的工作，更是我们的本质。
了解更多关于Pearson和我们的使命
职位简介：
作为客户服务中心经理（EMEA地区），您将领导一支多语言团队，为Benelux、德国和北欧地区的客户提供卓越支持。
这是一个塑造客户体验、激励高绩效团队并确保每次客户互动都以关怀、高效和专业的方式处理的绝佳机会。您将负责日常客户服务运营，提升团队能力，并创造一个让人感到支持、参与并能够成功发展的环境。
协作将是您工作的核心。您将与销售、财务、仓储运营和技术支持紧密合作，高效解决客户咨询和订单相关问题。您还将作为值得信赖的升级处理点，帮助团队应对复杂情况，为客户提供积极的结果，同时推动业务发展。
向客户服务总监或客户服务主管汇报，您将在加强运营表现、改进工作方式以及在整个地区建立一致的高质量客户体验方面发挥重要作用。
主要职责：
- 领导、指导和发展一支多语言的客户服务代表团队，为Benelux、德国和北欧地区的客户提供支持。
- 负责日常客户服务运营，确保咨询和订单相关问题得到准确、高效和专业的处理。
- 设定明确的团队目标，定期提供反馈、指导和支持，帮助团队成员成长并发挥最佳水平。
- 监控服务级别、工作量、生产力、质量和其他相关绩效指标。
- 管理人员规划和资源分配，以保持有效的覆盖范围并响应不断变化的业务和客户需求。
- 建立包容、协作和以客户为中心的团队文化，鼓励责任意识和持续改进。
- 作为复杂或敏感客户服务问题的主要升级处理点，确保及时且适当的解决。
- 与销售、财务、仓储等部门密切合作，确保客户问题得到妥善处理。
查看英文原文
Who We Are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe every learning opportunity is a chance for a personal breakthrough.
We are the world’s lifelong learning company. For us, learning is not just what we do. It is who we are.
Discover more about Pearson and our purpose
About the Role:
As Manager, Customer Service, EMEA, you will lead a multilingual team delivering exceptional support to customers across the Benelux, Germany, and Nordic regions.
This is an exciting opportunity to shape the customer experience, inspire a high-performing team, and ensure every customer interaction is handled with care, efficiency, and professionalism. You will oversee daily customer service operations, develop team capabilities, and create an environment in which people feel supported, engaged, and empowered to succeed.
Collaboration will be at the heart of your role. You will partner closely with Sales, Finance, Warehouse Operations, and Technical Support to resolve customer inquiries and order-related challenges efficiently. You will also act as a trusted escalation point, helping the team navigate complex situations and deliver positive outcomes for both customers and the business.
Reporting to the Director or Customer Service Lead, you will play an important role in strengthening operational performance, improving ways of working, and building a consistently high-quality customer experience across the region.
Key Responsibilities:
- Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions.
- Oversee daily customer service operations, ensuring inquiries and order-related issues are managed accurately, efficiently, and professionally.
- Set clear team objectives and provide regular feedback, coaching, and support to help team members grow and perform at their best.
- Monitor service levels, workload, productivity, quality, and other relevant performance indicators.
- Manage workforce planning and resource allocation to maintain effective coverage and respond to changing business and customer needs.
- Create an inclusive, collaborative, and customer-focused team culture that encourages accountability and continuous improvement.
- Act as the primary escalation point for complex or sensitive customer service matters, ensuring timely and appropriate resolution.
- Work closely with Sales, Finance, Warehouse Operations, and Technical Support to address customer needs and remove operational barriers.
- Identify opportunities to improve processes, strengthen service delivery, and enhance the end-to-end customer journey.
- Communicate operational updates, priorities, risks, and performance insights to relevant stakeholders.
- Ensure customer service activities are carried out in line with internal procedures, quality standards, and applicable policies.
Required Skills and Experience:
- Previous experience leading or supervising a customer service, customer operations, or order management team.
- Strong people leadership skills, with experience coaching employees, managing performance, and supporting professional development.
- A genuine passion for delivering an excellent customer experience.
- Strong operational management skills, including the ability to prioritize workloads, allocate resources, and maintain service quality in a fast-paced environment.
- Experience managing escalations and resolving complex customer or order-related issues.
- Excellent communication and interpersonal skills, with the ability to build trusted relationships across teams and functions.
- A collaborative mindset and experience working with teams such as Sales, Finance, Warehouse Operations, Supply Chain, or Technical Support.
- Strong problem-solving and decision-making skills, with a practical and solutions-focused approach.
- Good analytical skills and the ability to use performance data to identify trends, risks, and improvement opportunities.
- Professional fluency in English. Additional European language skills would be an advantage.
- Experience working with CRM, customer service, ERP, or order management systems would be beneficial.
Originally posted on Himalayas