Specialist, Customer Service
Job Title: Speclalist, 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, and Digital Support or the skills to demonstrate you can offer outstanding service to our customers.
As a Customer Service Specialist, you will serve as frontline support, handling inquiries related to Order Management, Digital Access, Digital Platform Support, and Invoice Queries. 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.
Experience supporting order management + digital learning platforms and resolving technical issues for customers is an added advantage.
Key Responsibilities
Respond to customer inquiries via phone, email, and live chat.
Manage and resolve queries related to digital support and order management.
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.
Provides support to customers across global markets.
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.
Exhibits strong cultural adaptability when supporting customers and stakeholders across global markets.
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.
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