Advanced Associate, Customer Service

Job Title: Advanced Associate, Customer Service

Description: In this role, You will be is responsible for managing day-to-day service delivery, ensuring customer satisfaction, and supporting internal teams by streamlining processes. This role aligns to industry titles such as Customer Service Operations Executive, Customer Service Operations support administrator, or Customer Service specialist.

The Role

The role focuses on resolving customer queries, overseeing service workflows, coordinating with cross-functional teams, and ensuring service excellence.

Key Responsibilities

• Customer Support & Issue Resolution
• Act as the primary point of contact for customer inquiries, escalations, and service-related requests.
• Ensure timely and accurate resolution of customer issues through email, phone, and ticketing systems.
• Maintain high levels of customer satisfaction through proactive communication and follow-up.
• Service Operations & Process Management
• Manage daily customer service operations and monitor SLAs, TAT, and process compliance.
• Coordinate with internal teams (product, sales, technical support, billing) to ensure smooth service delivery.
• Identify gaps or recurring issues and propose process improvements.
• Reporting & Documentation
• Maintain service logs, ticketing dashboards, and customer interaction records.
• Prepare daily/weekly/monthly reports on service metrics, escalations, and performance indicators.
• Track trends in customer feedback and share actionable insights with management.
• Customer Relationship Management
• Build and maintain strong relationships with key customers.
• Conduct follow-up calls or reviews to ensure ongoing customer satisfaction.
• Support onboarding and training for new clients when required.
• Quality & Compliance
• Ensure adherence to service standards, quality guidelines, and internal policies.
• Participate in audits and assist in improving quality metrics.
• Support implementation of customer service SOPs and best practices.
  
  

Skills & Competencies Required

• Strong communication skills (written and verbal).
• Excellent customer-handling and problem-solving abilities.
• Good knowledge of CRM/ticketing systems (Freshdesk, Zendesk, Salesforce, etc.).
• Ability to multitask and manage high-volume customer interactions.
• Strong analytical skills with proficiency in MS Excel and reporting.
• Ability to work collaboratively with cross-functional teams.
• High attention to detail, patience, and a service-oriented mindset.
  
  

Qualifications

• Bachelor's degree in any discipline.
• 14 years of experience in customer service, operations, or support roles.
• Experience in a fast-paced service environment is preferred.
  
  

Preferred Attributes

• Experience in service operations, client coordination, or B2B customer management.
• Ability to handle escalations professionally.
• Positive attitude and willingness to learn and improve process
  
  

Ready to make an impact

Apply now and help shape what's next

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: English Language Learning

Schedule: FULL_TIME

Workplace Type

Req ID: 22398