Job Title: Associate, Customer Service Assessment & Qualifications
Location: Pearson Manila
Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City
Work Setup: Purely on-site
Schedule: UK working hours, with the possibility of weekend shifts
Employment Type: Seasonal hiring, with potential for extension or movement to another Line of Business (LOB) that may offer regularization
Job Description:
This role is for a customer‑focused Associate, Customer Service Assessment & Qualifications in a fast‑paced Associate Helpdesk call center, supporting Assessment Associates via phone, chat, and email. The position is critical to Pearson Qualification Services, ensuring issues are resolved quickly and professionally while delivering a positive customer experience. Success in the role requires strong communication, empathy, problem‑solving skills, and the ability to stay calm and effective while meeting KPIs in a high‑volume support environment.
About the Role
We’re looking for a dynamic, customer-focused individual to join our Associate Helpdesk Team as an Associate, Customer Service Assessment & Qualifications. You’ll be part of a fast-moving call center environment, responding to phone calls, live chats, and emails from Assessment Associates (AAs).
This team plays an essential role in Pearson Qualification Services (PQS)—the group responsible for delivering accurate, reliable qualification results for learners around the world. As one of the first people our AAs speak to, you’ll help ensure concerns are resolved quickly and professionally, while creating a positive experience every time.
To thrive here, you’ll need empathy, active listening skills, problem‑solving confidence, and the ability to stay calm and focused even when things get busy. Meeting KPIs matters—but delivering genuinely helpful support matters even more.
What You’ll Do
Support Assessment Associates with Care
Respond promptly to AA inquiries through phone, live chat, and email.
Provide accurate information and clear solutions to help resolve issues efficiently.
Ensure every interaction feels professional, supportive, and reassuring.
Deliver Fast, Accurate Problem-Solving
Take full ownership of each issue—from start to resolution.
Troubleshoot concerns and guide customers with practical steps.
Collaborate closely with stakeholders across PQS when cases require deeper investigation.
Keep Everything Organized and Documented
Log all interactions and resolutions in internal systems.
Help improve existing knowledge base articles by identifying common questions and patterns.
Maintain availability during scheduled hours to ensure consistent customer coverage.
Be a Strong Team Player
Work with the Associate Helpdesk team and other PQS teams to keep operations running smoothly.
Share insights, support peers, and contribute to team learning and process improvements.
Experience & Skills You’ll Bring
Background in customer service, OR strong evidence of communication and problem‑solving skills.
Comfortable working in a team-oriented, high-volume support environment.
Great spoken and written communication skills.
Empathy, active listening, and patience when dealing with customer concerns.
Ability to manage and resolve complaints professionally.
Strong attention to detail and analytical thinking.
Familiarity with MS Word and Excel.
A proactive, self-motivated attitude and the ability to work independently.
Adaptability to shifting priorities—because customer needs evolve quickly.
Additional Information
This is a seasonal role with potential for extension or movement to another LOB where regularization may be available.
Line of Business Movement: You may be reassigned based on operational needs.
Team Calibration: Onsite team interaction is essential to support learning, consistency, and alignment.
Your Rewards & Benefits
Day 1 healthcare coverage for you and up to two dependents
Volunteering days and employee wellbeing support
A workplace that values learning, growth, and making a meaningful impact