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.