Associate, Customer Service Assessment & Qualifications

Job Title: Associate, Customer Service Assessment & Qualifications

Location: Pearson Manila

Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City

Work Setup:Purely on-site

Schedule: UK working hours, with the possibility of weekend shifts

Employment Type:Seasonal hiring , with potential for extension or movement to another Line of Business (LOB) that may offer regularization

Job Description

This role is for a customerfocused Associate, Customer Service Assessment & Qualifications in a fastpaced Associate Helpdesk call center, supporting Assessment Associates via phone, chat, and email. The position is critical to Pearson Qualification Services, ensuring issues are resolved quickly and professionally while delivering a positive customer experience. Success in the role requires strong communication, empathy, problemsolving skills, and the ability to stay calm and effective while meeting KPIs in a highvolume support environment.

About The Role

We're looking for a dynamic, customer-focused individual to join our Associate Helpdesk Team as an Associate, Customer Service Assessment & Qualifications . You'll be part of a fast-moving call center environment, responding to phone calls, live chats, and emails from Assessment Associates (AAs) .

This team plays an essential role in Pearson Qualification Services (PQS) the group responsible for delivering accurate, reliable qualification results for learners around the world. As one of the first people our AAs speak to, you'll help ensure concerns are resolved quickly and professionally, while creating a positive experience every time.

To thrive here, you'll need empathy, active listening skills, problemsolving confidence, and the ability to stay calm and focused even when things get busy. Meeting KPIs mattersbut delivering genuinely helpful support matters even more.

What You'll Do

Support Assessment Associates with Care

• Respond promptly to AA inquiries through phone, live chat, and email.
• Provide accurate information and clear solutions to help resolve issues efficiently.
• Ensure every interaction feels professional, supportive, and reassuring.
  
  

Deliver Fast, Accurate Problem-Solving

• Take full ownership of each issuefrom start to resolution.
• Troubleshoot concerns and guide customers with practical steps.
• Collaborate closely with stakeholders across PQS when cases require deeper investigation.
  
  

Keep Everything Organized and Documented

• Log all interactions and resolutions in internal systems.
• Help improve existing knowledge base articles by identifying common questions and patterns.
• Maintain availability during scheduled hours to ensure consistent customer coverage.
  
  

Be a Strong Team Player

• Work with the Associate Helpdesk team and other PQS teams to keep operations running smoothly.
• Share insights, support peers, and contribute to team learning and process improvements.
  
  

Experience & Skills You'll Bring

• Background in customer service, OR strong evidence of communication and problemsolving skills.
• Comfortable working in a team-oriented, high-volume support environment.
• Great spoken and written communication skills.
• Empathy, active listening, and patience when dealing with customer concerns.
• Ability to manage and resolve complaints professionally.
• Strong attention to detail and analytical thinking.
• Familiarity with MS Word and Excel.
• A proactive, self-motivated attitude and the ability to work independently.
• Adaptability to shifting prioritiesbecause customer needs evolve quickly.
  
  

Additional Information

• This is a seasonal role with potential for extension or movement to another LOB where regularization may be available.
• Line of Business Movement: You may be reassigned based on operational needs.
• Team Calibration: Onsite team interaction is essential to support learning, consistency, and alignment.
  
  

Your Rewards & Benefits

• Day 1 healthcare coverage for you and up to two dependents
• Volunteering days and employee wellbeing support
• A workplace that values learning, growth, and making a meaningful impact
  
  

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 [Confidential Information].

Job: Customer Success

Job Family: GOTOMARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: On-site

Req ID: 22343