Pearson is hiring a Customer Service Associate to join our ELL Tier 2 Customer Support Team. You will help customers maximize their value from Pearson digital solutions by handling complex technical and eCommerce queries. Your work will directly contribute to improving teaching and learning outcomes.
What You'll Do
- Be the first point of contact for customer service enquiries related to Pearson Assessment products such as PTE via email, calls, and chat.
- Resolve payment-related issues and collaborate with eCommerce and Product teams.
- Manage and process customer refunds.
- Assist customers with troubleshooting on the ecommerce platform.
- Monitor and report on ecommerce performance metrics and customer feedback.
- Work with the eCommerce team to implement new features and enhancements that improve the customer journey.
- Escalate unresolved technical issues to Tier 3, Engineering, or Product teams with thorough documentation.
- Facilitate communication between customer support and technical teams by translating technical information.
- Collaborate with Quality Assurance and Engineering teams to test and validate bug fixes prior to release.
- Follow up on escalated cases to guarantee timely resolution and ensure customer satisfaction.
- Report incidents and escalate risks appropriately to the customer support coordinator and/or manager.
- Identify recurring issues and contribute to problem management efforts to prevent repeat escalations.
- Update and improve internal documentation, troubleshooting guides, and FAQs.
- Provide feedback to Product and Engineering teams to improve platform reliability and user experience.
- Gather and analyze customer feedback to drive improvements in product and support processes.
What We're Looking For
- A minimum of 2 years in technical support, Product, Marketing, or Account Management.
At Pearson, we take learning personally. We’re committed to a world that’s always learning and are bold thinkers and standout innovators who push the boundaries of technology.
