Customer Success Specialist
Hong Kong

The Customer Success Specialist will deliver ELL Greater China customers a first-class customer experience, making it easy for them to purchase, encouraging engagement and usage leading to successful retention and growth.

They will build and maintain strong relationships with multiple contacts and will serve as an escalation point. The Customer Success Specialist will be required to maintain strong working relationships with other customer facing personnel in the Sales and Customer Services teams.

This role will be located in Hong Kong and will support key customers in Hong Kong, Taiwan and Macau.

Main Responsibilities

Build trusted relationships with customers

Key contact for distributors and institutions. The CSS will have a detailed knowledge of the products being purchased and will proactively work with allocated distributors and institutions to ensure that they are able to purchase products efficiently.

Early identification of issues

Identify issues or risks with the supply of products and coordinate appropriate mitigation strategies.

Respond to requests for Support.

Owner of cases escalated by Sales or Customer Service for allocated Distributors and Institutions.

Support Order Processing

Work cooperatively with the sales teams and Customer Service team to ensure that orders are fully supported and delivered within SLA.

This role will also process orders.


At least 18 Months experience in a Customer Support or Account Management role.


Digital Savvy, Data Literate


Working experience with Salesforce or other ticketing systems.


Excellent verbal and written communication in Cantonese and English


Proficiency in other languages.

A competitive package including 5-day work, medical and dental benefits will also be offered to the right candidate.

Interested parties may submit your full resume via Apply Now.

All personal data provided will be treated in strict confidence and be used for recruitment purposes within the Pearson Group only.

Information on unsuccessful candidates will be destroyed within 2 years.

Additional Information

Company Overview

With roots in the publishing industry dated as far back as 1724 (London, England) and 1958 (Hong Kong), Pearson is a global industry leader in all academic sectors, ranging from pre-primary, primary, secondary and higher education through to adult learning.


Organization : English Language Learning



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