Customer Service Associate

As a Customer Service Associate, you will be part of the frontline support team, assisting customers with inquiries related to Order Management, Digital Support, and Invoice Queries. You will partner with various internal teams to ensure issues are resolved efficiently and customers receive a positive experience. The role also plays an important part in supporting continuous improvement and innovation initiatives that strengthen service delivery.

Key Responsibilities

• Assist customers through phone, email, and live chat channels.
• Handle and resolve inquiries related to order management, digital products, and invoicing.
• Work collaboratively with internal stakeholders to investigate and address more complex concerns.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Contribute ideas and recommendations that improve customer experience and operational processes.
• Deliver customer support with professionalism, empathy, and a customer-first mindset.
• Keep up to date with product updates, system enhancements, and process changes.
• Provide support to customers and stakeholders across global markets.

About You

• Customer service experience or the ability to demonstrate strong customer support, problem-solving, and communication skills.
• Comfortable working in a collaborative, team-focused environment.
• Basic proficiency in Microsoft Word and Excel.
• Strong written and verbal communication skills.
• Able to manage customer concerns and complaints effectively and professionally.
• Detail-oriented with strong analytical and critical-thinking abilities.
• Self-driven and capable of working independently when required.
• Flexible and adaptable to changing priorities, processes, and customer needs.
• Able to work effectively with customers and colleagues from diverse cultural backgrounds across global markets.

Benefits

• Healthcare coverage from Day 1, including up to two dependents.
• Competitive retirement savings plan with company-matched contributions.
• Volunteer leave opportunities and employee wellbeing support programs.
• Annual salary reviews and performance-based bonus opportunities.

About Us

Pearson is a global organization that delivers customer support services across multiple business areas and international markets. Through collaboration, innovation, and a customer-focused approach, we help learners and customers around the world achieve their goals.