Customer Service Specialist

Job Title: Customer Service Specialist

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 (3 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 or the skills to deliver exceptional support to students and parents worldwide.

As a Customer Service Specialist , you will be the first point of contact for students and parents, assisting with inquiries related to qualifications, certificates, and exam results. Your responsibilities will include troubleshooting issues, processing information changes, and ensuring accurate and timely resolution of concerns, primarily through phone interactions.

Must have excellent spoken communication skills, combined with strong analytical and interpersonal abilities, while collaborating with other teams as needed.

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

Key Responsibilities

Respond to student and parent inquiries by phone, live chat, and emails ensuring accurate and timely assistance.

Handle queries related to qualifications, certificates, exam results, and information updates.

Troubleshoot issues and provide clear guidance to resolve concerns effectively.

Collaborate with internal teams when needed to address complex cases and ensure smooth resolution.

Maintain accurate documentation of all customer interactions and actions taken.

Demonstrate professionalism, empathy, and strong communication skills in every interaction.

Identify opportunities for process improvements to enhance service delivery and customer satisfaction.

Stay updated on changes to systems, processes, and qualification-related policies.

Experience & Skills

Background in customer service or ability to demonstrate strong support and problem-solving skills.

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

Job: Customer Success

Job Family: GO_TO_MARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 21424

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