About the role: We are currently looking for a Senior Customer Service Technical Support Administrator . The Senior Customer Service Technical Support Administrator customer support calls, chats, emails and cases. They are the first point of contact for Pearson educators, trainers, government officers, channel partners, sales and other internal stakeholders for escalation. The primary objective is to provide an excellent level of support to the customers and stakeholders in the Indonesia MoE contract for ELL.

Our team: English Language Learning - Pearsonprovide a comprehensive suite of product and services to accommodate English Language Learner in Indonesia and in the world. Our highlight is our teacher training project with the Ministry of Education, Culture, Technology and Research to develop English teacher proficiency and competency at various territories. We are responsible for the delivery of large-scale assessment and training to be deliver via online across Indonesia.

Our Purpose - Add Life to a Lifetime of Learning

This role will:

• Be the key contact for new and existing customers

• Respond to requests for Support.

• Customer Retention, Meet regularly with sales, Distributors and other key stakeholders within the project to review performance, gather feedback and resolve outstanding issues to increase retention and build loyalty.

• Early identification of issues

• Review Customer Experience

• Loss analysis and feedback.

To be successful in this role, you will:

• Bachelor’s degree is required.

• Solid experience in a Customer Support or Account Management role

• Digital Savvy, Data Literate

• Excellent verbal and written communication in Indonesian and English

• Proficiency in other languages; Thai and Vietnamese would be an advantage.

Diversity : At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.

Flexible working: Pearson is committed to hybrid working practices and has adopted flexible remote and virtual working . Please note: This position requires 2-3 days working in our partner office (Jakarta) and full-time office attendance during peak periods.

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online. Please include a cover letter with your application addressing why you are interested in this position.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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 TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: English Language Learning

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 16766