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Job Information

Assessment & Qualifications Customer Service Analyst (Returns) in Mandaluyong City, Philippines

About the role: Join our dynamic team as a Customer Service Analyst (Returns Process Improvement Specialist), where you will play a vital role in enhancing the customer experience by optimizing our returns process. Working closely with our Continuous Improvement Team in the UK, you will proactively identify opportunities to streamline our returns procedures and implement changes to ensure efficient and effective operations.

Our team: Assessment & Qualifications - PQS (Pearson Qualification Services) The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the delivery of accurate results to every candidate in each examination session.

Our Purpose - Add Life to a Lifetime of Learning

As a Customer Service Analyst, you’ll be responsible for:

  • Conduct data analysis to identify patterns in customer behaviour and preference.

  • Ensure that all customer inquiries are handled in a timely manner.

  • Investigate root causes, identify returns systems, and process issues working directly with the continuous improvement team to implement changes.

  • Manage/Complete daily return-related activity within agreed SLA (Service Level Agreement).

  • Analyst customer inquiries and feedback to identify trends and areas for improvement.

To be successful in this role, you will ideally have:

  • Skilled in utilizing MS Office applications, OneCRM, and other relevant tools.

  • Excellent communication skills, both written and verbal.

  • Ability to work independently and as part of a team.

  • Proactive involvement in determining and implementing process/system changes.

  • Proficient in analysing substantial amounts of data.

Work Setup

  • Hybrid

  • Equipment provided (Laptop and Headset)

  • Schedule: Monday to Friday

Flexible working: We are committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

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.

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

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.


Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 15828