Advanced Associate, Customer Service

Pearson; Malaysia; On-site; MYR 42,000 - 62,000; Full time

Job summary

Pearson is seeking an Advanced Associate, Customer Service to deliver responsive support to customers across international markets. You will handle enquiries, manage exams administration, and assist with centre onboarding while building trusted relationships with schools and further education customers.

You will coordinate across time zones, maintain customer records, and contribute to high-quality service delivery.

Qualifications

• Proven ability to deliver responsive, professional support to customers across regions.
• Strong written and verbal communication for diverse audiences.
• Ability to manage centre onboarding, examinations, and information requests.

Responsibilities

• Handle and resolve customer enquiries across the region with timely responses.
• Support qualifications and examination administration and related queries.
• Manage onboarding and ongoing support of centres, including training and records.
• Maintain accurate customer and centre data across systems such as IQS and iSeries.
• Coordinate with teams on newsletters, product updates, and key information for target accounts.
• Support events and customer engagement activities when required.
• Collaborate with cross-functional teams to resolve issues and improve service.

Skills

Customer service

Communication skills

Organization

Multitasking

Independent work

Cross-cultural collaboration

Travel willingness

Tools

Salesforce

Alibaba Cloud

BookMaster

Oracle

Job description

Job Title: Advanced Associate, Customer Service (26433)

Job Description: In this role, you will deliver responsive, professional support to Pearson Qualifications Services customers across international markets. You will manage enquiries, qualifications and exam administration, centre onboarding, and cross-functional coordination, while building trusted relationships with schools and further education customers.

The Role

As an Advanced Associate, Customer Service, you will help customers navigate Pearson qualifications, examinations, systems, and services with confidence. You will support centres by telephone, email, and, when required, through customer visits or network events.

You will combine strong communication and problem-solving skills with careful administration, working across teams and time zones to resolve enquiries and maintain a consistently high standard of service. Your impact will include effective centre onboarding, accurate customer records, timely issue resolution, and productive relationships with internal and external stakeholders.

What You'll Own

• Handle and resolve customer enquiries across the region, acknowledging and responding to communications in a timely and professional manner.
• Support qualifications and examination administration, including registration, account, information, and operational queries.
• Manage the onboarding and ongoing support of newly approved and existing centres, including welcome packs, induction training, examinations officer refresher training, system access, and centre records.
• Maintain accurate customer and centre information across relevant systems, including IQS and iSeries.
• Support customer enquiries and resource ordering through Salesforce on Alibaba Cloud, BookMaster, Oracle, and other relevant platforms.
• Coordinate with central communications teams on newsletters, product updates, and essential information for target accounts.
• Support award ceremony and customer engagement activities, including centre visits and training where required.
• Build effective working relationships with operational, commercial, hub, and other cross-functional teams to resolve issues and improve the customer experience.
• Understand and apply Pearson anti-bribery and corruption requirements in day-to-day work.

About You

You bring strong customer service and administration capabilities, together with the confidence to communicate clearly with customers and colleagues across cultures and time zones.

• Excellent written and verbal communication skills.
• A customer-focused mindset and determination to resolve issues effectively.
• Strong organization, prioritization, and multitasking skills, with the ability to meet deadlines.
• Ability to work independently, use initiative, and make progress with limited guidance.
• Confidence building positive professional relationships with internal and external stakeholders.
• Flexibility to support international operations and collaborate across time zones.
• Willingness to travel overseas when business needs require it.

What You'll Get

• The opportunity to support schools and further education customers across international markets.
• Broad exposure to qualifications, examinations, centre operations, customer systems, communications, and events.
• A collaborative role working with operational, commercial, hub, and central teams.
• The chance to strengthen your expertise in customer service, stakeholder engagement, training, and international operations.

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 Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 [e-mail].

Job: Customer Success

Job Family: GO TO MARKET

Organization: Assessment & Qualifications