Customer Service Specialist

Pearson Management Services Philippines Inc.; Mandaluyong; Hybrid; PHP 279,000 - 391,000; Full time

Benefits offered by this job

Day 1 medical coverage

Retirement plan with Pearson matching

Volunteer days

Employee wellbeing resources

Performance-based incentives

Job summary

Pearson Management Services Philippines Inc. in Manila is seeking a Customer Service Specialist to deliver exceptional support for Digital Access, Learning Platform Support, Order Administration and Billing inquiries.

You will resolve issues and coordinate with internal teams to ensure timely solutions. We offer a hybrid work arrangement after completing probation, with office-based collaboration and a UK-time schedule of 8:00am–5:00pm.

Qualifications

• Fresh graduates welcome to apply.
• Experience in technical support or troubleshooting is a plus.
• Strong teamwork and communication skills.

Responsibilities

• Assist customers via phone, email and chat.
• Investigate and resolve inquiries on digital products, accounts, orders and billing.
• Collaborate with internal teams on escalated concerns.
• Record interactions and maintain case documentation.
• Suggest improvements to customer journeys and processes.
• Provide professional, empathetic support at all touchpoints.
• Stay updated on product changes and procedures.

Skills

Customer support

Teamwork

Communication

Problem solving

Adaptability

Attention to detail

Independent initiative

Tools

MS Office

Job description

As a Customer Service Specialist, you will play a key role in delivering exceptional support to our customers by assisting with Digital Access, Learning Platform Support, Order Administration, and Billing and Invoice Inquiries. Acting as a trusted point of contact, you will help resolve customer concerns efficiently while partnering with internal teams to provide seamless and timely solutions.

Beyond day-to-day support, you'll contribute to initiatives that drive operational excellence, enhance customer satisfaction, and improve overall service processes.

We are looking for individuals who are customer-focused, adaptable, and passionate about problem-solving. If you enjoy working in a collaborative environment and navigating evolving technologies, this opportunity may be a great fit for you. Experience supporting online learning platforms or addressing technical customer issues is a plus.

What You'll Do

• Assist customers through phone, email, and chat channels.

• Investigate and resolve inquiries related to digital products, account access, orders, and billing.

• Work closely with internal stakeholders to address escalated or complex concerns.

• Accurately record customer interactions and maintain detailed case documentation.

• Contribute ideas and recommendations to improve customer journeys and business processes.

• Deliver professional, responsive, and empathetic support at every customer touchpoint.

• Stay current on product updates, system enhancements, and operational procedures.

What We're Looking For

• Fresh graduates are encouraged to apply.

• Experience in technical support or a demonstrated ability to troubleshoot and resolve issues effectively.

• Strong teamwork and collaboration skills.

• Working knowledge of Microsoft Office applications, particularly Word and Excel.

• Excellent verbal and written communication abilities.

• Confidence in handling customer concerns and providing effective resolutions.

• Strong analytical skills and attention to detail.

• Ability to work independently and take initiative when needed.

• Flexibility to adapt to changing priorities, systems, and customer requirements.

Additional Details

• Business Flexibility: Employees may be assigned to different lines of business based on evolving operational requirements.

• Hybrid Work Eligibility: Employees may be eligible for hybrid work arrangements after successfully completing a minimum three-month probationary period and obtaining manager approval.

• In-Office Collaboration: Periodic office-based calibration sessions help strengthen teamwork, knowledge sharing, and alignment.

Benefits & Rewards

• Medical coverage from Day 1, including up to two qualified dependents.

• Competitive retirement savings program with Pearson matching employee contributions.

• Dedicated volunteer days and employee wellbeing support resources.

• Annual compensation reviews and opportunities for performance-based incentives.

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 (2 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.