Advanced Associate, Customer Service
Pearson · Malaysia
Job Title: Advanced Associate, Customer Service (26433)
Job Description: In this role, you will deliver responsive, professional support to Pearson Qualifications Services customers across international markets. You will manage enquiries, qualifications and exam administration, centre onboarding, and cross-functional coordination, while building trusted relationships with schools and further education customers.
The Role
As an Advanced Associate, Customer Service, you will help customers navigate Pearson qualifications, examinations, systems, and services with confidence. You will support centres by telephone, email, and, when required, through customer visits or network events.
You will combine strong communication and problem-solving skills with careful administration, working across teams and time zones to resolve enquiries and maintain a consistently high standard of service. Your impact will include effective centre onboarding, accurate customer records, timely issue resolution, and productive relationships with internal and external stakeholders.
What You'll Own
Handle and resolve customer enquiries across the region, acknowledging and responding to communications in a timely and professional manner.
Support qualifications and examination administration, including registration, account, information, and operational queries.
Manage the onboarding and ongoing support of newly approved and existing centres, including welcome packs, induction training, examinations officer refresher training, system access, and centre records.
Maintain accurate customer and centre information across relevant systems, including IQS and iSeries.
Support customer enquiries and resource ordering through Salesforce on Alibaba Cloud, BookMaster, Oracle, and other relevant platforms.
Coordinate with central communications teams on newsletters, product updates, and essential information for target accounts.
Support award ceremony and customer engagement activities, including centre visits and training where required.
Build effective working relationships with operational, commercial, hub, and other cross-functional teams to resolve issues and improve the customer experience.
Understand and apply Pearson anti-bribery and corruption requirements in day-to-day work.
About You
You bring strong customer service and administration capabilities, together with the confidence to communicate clearly with customers and colleagues across cultures and time zones.
Excellent written and verbal communication skills.
A customer-focused mindset and determination to resolve issues effectively.
Strong organization, prioritization, and multitasking skills, with the ability to meet deadlines.
Ability to work independently, use initiative, and make progress with limited guidance.
Confidence building positive professional relationships with internal and external stakeholders.
Flexibility to support international operations and collaborate across time zones.
Willingness to travel overseas when business needs require it.
What You'll Get
The opportunity to support schools and further education customers across international markets.
Broad exposure to qualifications, examinations, centre operations, customer systems, communications, and events.
A collaborative role working with operational, commercial, hub, and central teams.
The chance to strengthen your expertise in customer service, stakeholder engagement, training, and international operations.
Ready to make an Impact?
#LI-TW1