MidFull TimeEN
Job Title: Specialist, Customer Service
Location: Pearson Manila
Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City
Work Setup: Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation, and demonstration of the ability to manage team and operational responsibilities independently.
Schedule: 8:00am – 5:00pm UK time
Please note: Actual schedule may vary depending on business needs.
About the Role
We’d like to hear from you if you have strong customer service experience and the ability to support, guide, and supplement the work of Customer Service Analysts while continuing to handle customer interactions when required.
As a Specialist, Customer Service (Senior Customer Experience Specialist), you will play a lead role in supporting frontline Customer Service Analysts who serve as account managers for UK customers. The team handles inquiries related to order processing, digital access, invoice queries, and account support. You will provide day-to-day support through coaching, quality assurance, and training, while stepping in to manage complex or high-priority customer cases as needed.
You’ll work closely with cross‑functional teams—including Sales, Finance, Digital Operations, and Product—to resolve escalations, ensure service continuity, and maintain a seamless customer experience. This role also focuses on identifying opportunities for process improvement, strengthening service quality, and embedding best practices across order management and digital support operations.
In addition, you will lead onboarding and refresher training for Customer Service Analysts, perform quality reviews of customer interactions, provide structured feedback, and support continuous improvement initiatives that enhance customer satisfaction and operational efficiency.
Key Responsibilities
Support and supplement Team Leader activities through coaching, quality assurance, and training initiatives aligned to UK customer operations.
Handle customer inquiries related to order processing, digital access, invoicing, and account support when required.
Act as a point of guidance for complex or escalated customer cases and coordinate resolutions with internal teams.
Monitor service performance trends, identify root causes, and recommend improvements to customer experience and workflows.
Conduct quality audits of customer interactions and deliver clear, actionable feedback to Customer Service Analysts.
Lead onboarding sessions for new hires and refresher training to ensure consistent service standards.
Maintain accurate documentation of customer interactions, processes, and support actions.
Contribute to process improvement and innovation initiatives that enhance service delivery and operational efficiency.
Stay current on changes to systems, processes, and UK product and order management policies.
Model professionalism, empathy, and strong communication in all internal and external interactions.
Experience & Skills
1 - 2 years of prior Customer Service experience on a Tier 2/Level 2 and above position.
Proven experience in customer service, order management, digital support, or account management.
Experience supporting or mentoring team members through coaching, quality reviews, or training delivery.
Strong understanding of end‑to‑end customer support workflows and service delivery models.
Excellent communication and stakeholder management skills.
Strong problem‑solving ability with sound judgment when handling complex or escalated cases.
Proficiency in Microsoft Word, Excel, and customer support systems.
Experience conducting quality audits and translating insights into improvement actions.
Ability to work effectively in a fast‑paced, evolving operational environment.
Adaptable, proactive, and collaborative, with a continuous improvement mindset.
Additional Information
Line of Business Movement: Employees may be reassigned to different lines of business depending on operational needs.
Probation Period: Hybrid working is available only after a minimum 3-month probation period, subject to manager approval.
Team Calibration: Office-based calibration is essential to foster collaboration, knowledge sharing, and team cohesion.
Your Rewards & Benefits
Day 1 Health Care Coverage with up to 2 dependents
Competitive Retirement Plan – Pearson doubles your contribution
Volunteering Days and Employee Wellbeing Assistance
Annual Pay Increase and Performance Bonus
