Job Title: Senior Customer Experience Specialist – Trainer/Quality 

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 team and operational responsibilities 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 strong customer service experience and the ability to support and supplement Team Leader actions while still performing as a Customer Service Analyst when needed. 

As a Senior Customer Experience Specialist, you will assist in guiding the team that handles inquiries from students and parents regarding qualifications, certificates, and exam results. You’ll provide support for coaching, quality assurance, and training initiatives, while stepping in to manage customer interactions when required. 

You’ll work closely with internal teams to resolve complex issues and ensure smooth operations. This role also focuses on identifying opportunities for process improvements, enhancing customer experience, and implementing best practices. In addition, you will conduct training sessions for new hires and refresher courses for existing team members to maintain high service standards, as well as perform quality audits on customer interactions, provide actionable feedback, and support continuous improvement efforts. 

Key Responsibilities 

Assist Team Leaders with coaching, quality checks, and training initiatives to support team development. 

Handle student and parent inquiries when needed, ensuring accurate and timely resolution. 

Provide guidance on complex cases and collaborate with internal teams to resolve escalated issues. 

Monitor and report on team performance metrics, identify trends and areas for improvement. 

Maintain accurate documentation of customer interactions and support actions. 

Contribute to process improvement initiatives aimed at enhancing customer experience and operational efficiency. 

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

Demonstrate professionalism, empathy, and strong communication skills in all interactions. 

Lead training sessions for new hires and refresher programs for existing staff to maintain high service standards. 

Perform quality audits on customer interactions, provide feedback, and identify areas for improvement. 

Experience & Skills 

Proven experience in team leadership, preferably in customer service and or education line of business. 

Strong understanding of operational workflows and service delivery. 

Excellent communication and interpersonal skills. 

Proficiency in MS Word, Excel, and other relevant tools. 

Ability to coach and develop team members effectively, including delivering training sessions and refresher courses. 

Strong problem-solving and decision-making skills. 

Experience working in a fast-paced, dynamic environment. 

Adaptability to changing business needs and priorities. 

Experience in conducting quality audits, providing feedback, and driving continuous improvement initiatives. 

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