Advanced Associate, Customer Service

Job Title: Advanced Associate, Customer Service

Location: Pearson Manila

Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City

Work Setup: Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation, and demonstration of the ability to manage customer queries independently.

Schedule: 8:00am – 5:00pm UK time

Please note: Actual schedule may vary depending on business needs.

About the Role

We’d like to hear from you if you have a background in customer service, order management, or digital support—or the skills to demonstrate you can offer outstanding service to our UK customers.

As an Advanced Associate, Customer Service , you will serve as frontline support and account manager, handling inquiries related to order processing , digital access , invoice inquiries and account support . You’ll work closely with cross-functional teams to ensure timely resolution and a seamless customer experience. This role also contributes to innovation and process improvement initiatives that enhance service delivery.

We’re looking for proactive problem-solvers who thrive in a collaborative environment and can adapt quickly to evolving systems and customer needs.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat.
• Manage and resolve queries related to order management and digital support.
• Collaborate with internal teams to troubleshoot and resolve complex issues.
• Document customer interactions accurately and thoroughly.
• Identify and suggest improvements to enhance customer experience and operational efficiency.
• Maintain a high level of professionalism and empathy in all customer interactions.
• Stay informed about changes in systems, processes, and product offerings.

Experience & Skills

• At least Senior High School graduate, no prior BPO or Customer Service experience is required but a background in customer service or ability to demonstrate strong support and problem-solving skills is desirable.
• Experience working in a team-oriented environment.
• Proficiency in basic MS Word and Excel.
• Excellent written and verbal communication skills.
• Ability to manage and resolve customer complaints effectively.
• Strong attention to detail and analytical thinking.
• Self-motivated and capable of working independently.
• Adaptability to changes in business priorities and customer needs.

Additional Information

• Line of Business Movement: Employees may be reassigned to different lines of business depending on operational needs.
• Probation Period: Hybrid working is available only after a minimum 3-month probation period, subject to manager approval.
• Team Calibration: Office-based calibration is essential to foster collaboration, knowledge sharing, and team cohesion.

Your Rewards & Benefits

• Day 1 Health care Coverage with up to 2 dependents
• Competitive retirement plan – Pearson doubles your contribution.
• Volunteering days and employee wellbeing assistance.
• Annual pay increase and performance bonus.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 [email protected].

Job: Customer Success

Job Family: GOTOMARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 23873