Customer Service Operations Support Administrator

**We are the world’s learning company with more than 24,000 employees operating in 70 countries. We provide world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.**

**Primary Responsibilities**
- Level 3 Escalation calls
- Directly liaising with the US (United States), EMEA (Europe, Middle East and Africa) and APAC (Asia Pacific) lines of business
- Prepare client reports
- Act as an escalation point for service-related problems
- Promote client programs and products
- Determine additional opportunities and possible operational trouble areas
- Input accurate customer information into the database
- Assist in training and monitoring call center agents to ensure quality of service
- Maintaining the SLA for different LOB’s
- Reports
- Client Management
- Events handling

**Qualification/Education and Experience**:

- Required education
- Bachelor’s degree
- 2-4 years’ experience in a similar/related position
- Confident and fluid communicator
- High levels of customer service skills
- Previously operated in a Level 2 support role
- Familiar and comfortable working in a busy corporate environment/shifts (24*7)
- Familiar with MS Office
- Experienced in collating reports
- Excellent oral and written communication skills
- Great attention to detail
- Problem solving skills
- Strong organizing and time management skills
- Customer service skills
- Effective team working skills
- Client and People Management skills

**What to expect from Pearson**

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

**Job**: CUSTOMER SERVICE

**Organization**: Assessment & Qualifications

**Schedule**: FULL\_TIME

**Workplace Type**: On-site

**Req ID**: 17040