The Customer Service Administrator is responsible for efficiently handling order placement, processing, returns, and refunds. This role plays a vital part in resolving any issues related to orders and ensuring smooth day-to- day operations. The ideal candidate will have strong organizational skills, attention to detail, and a customer-first mindset to ensure high customer satisfaction levels. This position is responsible for handling customer inquiries, managing administrative tasks, and maintaining accurate customer records. The ideal candidate will have strong communication skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

This is a 14-month contract role.

Key Responsibilities :

• Process customer orders accurately and in a timely manner.

• Handle returns, exchanges, and refunds according to company policies.

• Monitor order status and proactively communicate any delays or issues to customers.

• Respond to customer inquiries regarding order status, delivery timelines, and product availability.

• Collaborate with the logistics and warehouse teams to resolve shipping or delivery issues.

• Maintain and update customer records, including order history and refunds.

• Ensure that all return requests are processed and communicated with the appropriate teams.

• Provide excellent customer service by resolving any order discrepancies or concerns promptly.

• Track and report order trends, including returns and refunds, to support operational improvements.

• Assist with escalations and ensure smooth resolution of complex customer issues.

• Adhere to company policies and service level agreements (SLAs)

Qualifications:

• 4-year degree from an accredited institution in Administration, Marketing, Technology or equivalent discipline OR appropriate combination of experience and education.

• Preferably 1-2 years of experience in customer services or related experience.

• Proficiency in Microsoft Office Suite and CRM software (e.g., Salesforce, Zendesk).

• Excellent communication and interpersonal skills.

• Familiarity with ERP systems (Oracle preferred) and eCommerce platforms (BigCommerce preferred).

• Experience communicating with customers both over the phone and through written channels, such as email, with a focus on professionalism and clarity.

• Strong organizational skills with the ability to multitask and prioritize.

• Detail-oriented and able to work independently with minimal supervision.

• Problem-solving mindset and ability to stay calm under pressure.

• A demonstrated ability to work remotely with minimal supervision under highly dynamic workloads (as this is a remote-accessible position)

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The full-time salary is $41,600.

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: Remote

Req ID: 17268

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