Customer Service Analyst - Manila, PH

About Pearson: Pearson is a prominent global education and publishing company with a rich history dating back to its founding in 1844. Specializing in educational products and services, Pearson operates in over 70 countries, serving students, educators, and professionals worldwide. The company offers a wide array of educational resources, including textbooks, digital learning tools, online courses, and assessment services. Learn more at pearsonplc.com

About the Position: Our Customer Services team is made up of friendly, hardworking, and customer-focused colleagues. We support Schools and Colleges in the UK and internationally to deliver Pearson Schools Product and Services.

The Customer Service Specialist serves as the primary point of contact for our customers, embodying a "nothing is an issue" attitude that instils great confidence, even if cases cannot be resolved at the first point of contact. They provide comprehensive support throughout the customer's journey, from initial inquiry to billing and returns. This role is always on the lookout for opportunities to recommend make recommendations to streamline processes to enhance the customer experience and promote self-service where applicable. They investigate root causes and raise alerts for customer-facing system or service issues, ensuring that the wider Pearson teams are aware and can quickly resolve or restore services. The Customer Service Specialist supports inquiries from both external and internal customers, including sales teams, warehouse staff, and inventory teams. They work towards achieving KPIs and SLAs, ensuring all customer contacts are processed within agreed time frames all following Pearson Policys and procedures. A true team player, the Customer Service Specialist not only strives to deliver the best customer service but also contributes to the success of the entire team by assisting colleagues whenever possible and sharing valuable information daily.

Key Responsibilities

Assisting Customers Responding to Inquiries: Address customer questions via phone, email or chat. Providing Product/Service Information: Educate customers about products, services, and policies. Resolving Complaints: Listen to complaints, investigate issues, and resolve them in a professional manner.

Communication Clear and Friendly Interaction: Use polite and clear language to interact with customers. Feedback Collection: Gather customer feedback to help improve products or services. Updating Customers: Keep customers informed about the status of their inquiries or issues.

Problem Solving Diagnosing Issues: Identify the root cause of customer problems and offer appropriate solutions. Escalating Complex Cases: When needed, refer issues to specialized departments or supervisors. Proactive Assistance: Anticipate potential issues and address them before they arise.

Administrative Tasks Maintaining Records: Log customer interactions and transactions in CRM. Processing Orders/Returns: Handle order placements, returns, or refunds as per company policies. Documentation: Ensure all interactions are recorded accurately for reference.

Product Knowledge Staying Informed: Keep up to date with the latest product or service updates, changes, and features. Sharing Expertise: Use knowledge to suggest products or services that meet customer needs.

Building Relationships Customer Retention: Build rapport to encourage customer loyalty and repeat business. Brand Representation: Act as a positive representative of the company to enhance its reputation.

Meeting Goals and Metrics Quality Standards: Adhere to company protocols for customer interaction. Performance Metrics: Meet or exceed goals such as response time, resolution time, and customer satisfaction scores.

Cross-Department Collaboration Liaison Role: Work with other departments (e.g., technical support, sales, logistics) to resolve customer issues. Feedback Sharing: Convey customer concerns to relevant teams for continuous improvement.

Technical Support Troubleshooting: Assist customers with technical problems related to the company’s products or services. Guided Solutions: Walk customers through step-by-step solutions over the phone or via digital tools.

The role of a customer service advisor requires strong communication, problem-solving skills, patience, empathy, and a customer-focused mindset.

Experience

A background in Customer Service or the ability to display the required skills to deliver excellent customer service

Experience of working in a team

Basic MS Word and Excel

Excellent communication skills

Experience of dealing with unhappy/unsatisfied customers

Adaptable to sudden changes within the educational system, and being flexible to meet our customer and business needs throughout the year

Problem solving skills

Self-motivated

Location : Pearson Manila 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, giving you the flexibility to work from home and the office on completion of training, probation and demonstrating the ability to manage customer queries independently. office-based calibration plays a crucial role in fostering a strong and connected team. It helps in creating an environment where team members can easily share knowledge and support each other. This face-to-face interaction can enhance communication, build trust, and promote a sense of community within the team.

(Please note hybrid working will only be available once a minimum of 3-month probation has been passed and signed off by a manager.)

Shifts: 7.5 hour shifts, shift patterns to be confirmed Monday to Friday

Who are we looking for? We’d like to hear from you if you have a background in Customer Service or the skills to demonstrate you can offer outstanding service to our customers. We’re looking for people who will thrive working as part of a team. You’ll be comfortable speaking with multiple departments and show the initiative and confidence to work independently when needed. You will be delivering outstanding service to meet our customers’ changing needs and sometimes under pressure, contact drivers will change daily and we need our team to be adaptable and dynamic to take on and share new information quickly. Our Customer Service Specialists are the point of contact for our customers, answering queries by phone, email and live chat. You’ll be the expert who’s on hand to support customers with any queries relating to the purchasing and use of Pearson products. We’re looking for problem-solvers that won’t be daunted when things go wrong, and who will be comfortable and want to resolve complex and urgent queries.

Your Rewards & Benefits

These are just some of the benefits that we offer that you can look forward to:

• 25 Days annual leave, this increases by 1 day each year up to 30 days with the option to buy and sell up to 5 days per year on top of this.
• A fantastic Pension plan, where Pearson double what you contribute.
• Volunteering days
• Employee wellbeing assistance
• Yearly pay increase and Bonus
  
  

What To Expect From Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULLTIME

Workplace Type: Hybrid

Req ID: 17752