Pearson Customer Service Specialist

Pearson Management Services Philippines Inc.; Mandaluyong; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Day 1 Medical Coverage

Retirement Savings Program

Wellbeing & Volunteer Benefits

Career Growth Opportunities

Annual Merit Reviews

Job summary

Pearson Management Services Philippines Inc. is seeking a Customer Service Specialist to deliver compassionate support across Digital Access, Online Learning Platforms, and Billing. You will handle inquiries via phone, email, and chat, guiding customers through solutions with accuracy and care.

Fresh graduates are welcome, and you'll join a hybrid team in Mandaluyong, with onboarding and ongoing training. The role emphasizes empathy, problem solving, and clear communication as you navigate

Qualifications

• Fresh graduates are welcome to apply.
• Experience in customer service or helpdesk is a plus.
• Ability to resolve customer concerns with confidence.
• Clear, professional written and verbal communication.
• Able to work well in a team and manage priorities.

Responsibilities

• Provide customer support via phone, email, and chat with a customer-first approach.
• Resolve inquiries related to digital products, platform functionality, orders, and billing.
• Collaborate with internal teams to address escalated issues.
• Maintain accurate records of interactions and resolutions.
• Identify opportunities to improve customer experiences and workflows.
• Demonstrate empathy, accountability, and responsiveness in engagements.
• Stay informed of product updates to provide accurate guidance.

Skills

Fresh graduates encouraged

Customer service

Technical support

Problem-solving

Communication skills

Team collaboration

MS Office (Word/Outlook/Excel)

Attention to detail

Self-motivation

Adaptability

Tools

Microsoft Office

Job description

Pearson Customer Service Specialist

Join a team that makes a meaningful impact on the learning journey of customers around the world.

As a Pearson Customer Service Specialist, you will serve as a trusted advisor and frontline problem solver, delivering outstanding support across Digital Access, Online Learning Platforms, Order Management, and Billing & Payment Services. In this customer-centric role, you'll build positive experiences by providing timely resolutions, expert guidance, and seamless support across multiple channels.

Working closely with cross-functional teams, you will help customers navigate technical and administrative challenges while contributing to initiatives that enhance operational efficiency, elevate service quality, and strengthen customer satisfaction. If you're passionate about helping people, solving complex problems, and working in a dynamic, technology-driven environment, we'd love to hear from you.

Experience supporting digital products, e-learning platforms, or technical troubleshooting is advantageous but not essential. We welcome individuals who are eager to learn, adaptable, and committed to delivering excellence in every interaction.

What You'll Do

• Provide exceptional customer support via phone, email, and chat while maintaining a professional and customer-first approach.

• Resolve inquiries related to digital products, account access, learning platform functionality, order processing, and billing concerns.

• Collaborate with internal business partners and subject matter experts to address escalated or complex customer issues.

• Maintain accurate and detailed records of customer interactions, case histories, and resolutions.

• Identify opportunities to enhance customer experiences and recommend improvements to existing processes and workflows.

• Demonstrate empathy, accountability, and responsiveness in every customer engagement.

• Stay informed of product enhancements, service updates, and operational changes to ensure accurate guidance and support.

What We're Looking For

• Fresh graduates are highly encouraged to apply.

• Previous customer service, technical support, helpdesk, or troubleshooting experience is an advantage.

• Strong problem-solving abilities with the confidence to navigate and resolve customer concerns independently.

• Excellent written and verbal communication skills with the ability to explain information clearly and professionally.

• Collaborative mindset and ability to work effectively within a team environment.

• Proficiency in Microsoft Office applications, particularly Word, Outlook, and Excel.

• Strong attention to detail with the ability to manage multiple priorities efficiently.

• Self-motivated, resourceful, and capable of taking initiative when required.

• Adaptable and resilient in a fast-paced environment with evolving technologies and business needs.

Benefits & Rewards

At Pearson, we believe in investing in our people by providing meaningful benefits that support your health, wellbeing, growth, and future success.

• Day 1 Medical Coverage for employees and up to two eligible dependents.

• Retirement Savings Program with generous Pearson matching contributions to help you build long-term financial security.

• Wellbeing & Volunteer Benefits, including dedicated volunteer days and employee support resources.

• Career Growth Opportunities through continuous learning, professional development, and internal mobility programs.

• Annual Merit Reviews and eligibility for performance-based reward programs.

Additional Information

Business Flexibility

As part of a global organization, team members may have opportunities to support different business lines or customer segments based on operational requirements and business priorities.

Hybrid Working Opportunities

Employees may become eligible for hybrid work arrangements upon successful completion of training and probation requirements, subject to performance and manager approval.

Collaborative Office Culture

Regular in-office team sessions provide valuable opportunities for knowledge sharing, skill development, calibration activities, and stronger team connections.

Office Address

7th Floor, North Tower, Rockwell Business Center, Sheridan Corner United Streets, Mandaluyong City

Work Arrangement

Primarily office-based during onboarding and training, with the opportunity to transition to a hybrid setup (2 days work-from-home per week) upon successful completion of training, probation requirements, and demonstrated ability to independently manage customer inquiries.

Schedule

8:00 AM - 5:00 PM (UK Business Hours)

Please note that actual working schedules may vary based on business requirements and operational needs.