Opportunity brief
Pearson is hiring for the role of Advanced Associate, Customer Service!
Responsibilities of the Candidate:
- Serve as the Level 2 escalation point for complex customer and service‑related issues, ensuring timely and effective resolution.
- Act as a trusted escalation resource for service delivery challenges, collaborating with internal teams as needed to resolve issues.
- Accurately capture and maintain customer and case information within internal databases and systems.
- Serve as a point of contact for Program Managers and clients for complex and service- related issues.
- Monitor and maintain Service Level Agreements (SLAs) across multiple Lines of Business (LOBs).
- Own, work, and follow through on Service Direct Cases, reports, and assigned projects to completion, ensuring accountability and visibility.
Requirements:
- We require a high school diploma or equivalent level qualifications as a minimum.
- Bachelor's Degree, or equivalent work experience is preferred.
- 2 years of experience in a similar/related position
- High levels of customer service skills
- Proficient standard technology including Windows, Microsoft 360 OneDrive, Excel, Word, and other related applications.
- Willing and able to work assigned shifts, flexible work arrangements and time off may be limited during specific times due to business demands.