Advanced Associate, Customer Service

Job Description:

Pearson is the world’s leading learning company. Our education business combines 150 years of experience in publishing with the latest learning technology and online support.

We provide education and assessment services across the world. Our courses and resources are available in print, online and through multilingual packages, helping people learn whatever, wherever and however they choose.

At Pearson, we take learning personally. Every day our work helps learning flourish, and wherever learning flourishes, so do people.

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who push the boundaries of technology. We create seeds of learning that become the catalyst for the world’s innovations.

Pearson English Language Learning:

As geographical boundaries come down and mobility increases, the world is getting smaller. English is fast becoming the world’s prominent ‘second’ language.

Pearson’s English unit is building its presence to meet the needs of the estimated 2 billion people who are currently learning English around the world. This trend looks set to rise as English continues to be the universal language of business, culture and the internet.

The COVID-19 pandemic introduced significant disruption and transformation to the education market. And as a result, our category has seen explosive growth, and our business has experienced enormous increases in awareness and enrolments. This presents an incredible opportunity for our team to chart a ground-breaking path through this shifting environment to achieve continued success.

Purpose Summary

The ELL Tier 2 Customer Support Team member handles eCommerce related queries, complex technical issues, troubleshoots escalated cases, and collaborates with cross-functional teams for timely issue resolution. They ensure smooth support operations, coordinate between customers and internal teams, and drive customer satisfaction. The role's main goal is to help customers succeed with Pearson digital solutions to maximize their value in improving teaching and learning outcomes.

Core Tasks and Responsibilities

Ecommerce Support

• Be the first point of contact in handling customer service enquiries related to Pearson Assessment products such as PTE through email, calls and chat.

• Resolve payment related issues and collaborate with eCommerce and Product teams to ensure seamless customer experiences

• Manage and process customer refunds

• Assist customers with troubleshooting on the ecommerce platform

• Monitor and report on ecommerce performance metrics and customer feedback

• Work closely with the eCommerce team to implement new features and enhancements that improve the customer journey

• Occasional ad hoc tasks

Escalation & Collaboration

• Escalate unresolved technical issues to Tier 3, Engineering, or Product teams, ensuring all relevant details are thoroughly documented.

• Facilitate communication between customer support and technical teams by translating technical information into user-friendly language.

• Collaborate with Quality Assurance and Engineering teams to test and validate bug fixes prior to release.

• Follow up on escalated cases to guarantee timely resolution and ensure customer satisfaction.

• Report incidents and escalate risks appropriately to the customer support coordinator and/or manager.

Process Improvement & Knowledge Management

• Identifying recurring issues and contributing to problem management efforts to prevent repeat escalations.

• Update and improve internal documentation, troubleshooting guides, and FAQs.

• Provide feedback to Product and Engineering teams to improve platform reliability and user experience.

• Gather and analyze customer feedback to drive improvements in product and support processes.

Candidate profile, Required Skills, Experience, and Competencies

• Minimum 2 year in technical support, Product, Marketing, Account Management, or Customer Success

• Computer proficiency

• BA degree or higher

• Interest in technology and innovation

• Customer support experience with preferably knowledge in Oracle and eCommerce

• Customer-centric with proactive problem-solving skills

• Focused on achieving goals with energy and pace

• Continuous improvement mindset

• Team player who values trust, respect, diverse views, and open communication

• Strong English communication