Advanced Associate, Customer Service

About the role

The Advanced Associate, Customer Service will be the first point of contact for Pearson's English Language Learning customers, handling eCommerce‑related enquiries and complex technical issues. The role focuses on ensuring smooth support operations, coordinating between customers and internal teams, and driving overall customer satisfaction.

Key responsibilities

• Respond to customer service enquiries for Pearson Assessment products (e.g., PTE) via email, phone and chat.
• Resolve payment issues, process refunds and assist customers with eCommerce platform troubleshooting.
• Monitor and report on eCommerce performance metrics and customer feedback.
• Collaborate with eCommerce, product and engineering teams to implement new features and enhancements.
• Escalate unresolved technical issues to Tier 3, Engineering or Product teams with thorough documentation.
• Perform occasional ad‑hoc tasks as required.

Required profile

• Strong communication skills and a customer‑focused mindset.
• Ability to troubleshoot complex technical issues and manage escalations.
• Experience working collaboratively with cross‑functional teams.

Required skills