Customer Service Analyst - Manila, PH

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 under pressure. The education sector is constantly evolving, and we need our team to be adaptable and dynamic to take on new information quickly. Our Customer Service Representatives are the first point of contact for our customers, answering queries by phone, email and live chat. You will be supporting this team by receiving inbound calls and making outbound calls to ensure customers can access Pearson systems, aiding Centre staff with their administration and delivery of Pearson Qualifications.

We’re looking for problem-solvers that won’t be daunted when resolving complex and urgent queries. We want our customer service team to offer outstanding support and be the voice of Pearson.

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 academic 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 between the hours of 8am – 5pm Monday to Friday

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

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 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.

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: FULL\_TIME

Workplace Type: Hybrid

Req ID: 18414