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Pearson Senior Customer Service Administrator in Vietnam

Pearson job add : Customer Success Specialist

Our purpose : At Pearson we ‘add life to a lifetime of learning’ so everyone can realise the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact.

Our company: Pearson was founded in 1844 and has been built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees are dedicated to creating the high-quality, digital-first, accessible and sustainable resources for lifelong learning.

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 supporting a diverse and adaptable workforce through hybrid work practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

Our team: The Customer Care and Sales teams support our customers via email, and phone. The role will report to the Customer Service Manager based in Singapore. We are adding a role in Vietnam to handle the support of key contacts in Vietnam and other South East Asian Countries.

The Role: The Customer Success Specialist will be responsible for responding to key customer inquiries, and to support the processing and closing of orders for the English language Learning business Asia Team. You will resolve customer support calls, emails and cases.

The role is responsible for ensuring that Pearson is able to provide excellent levels of support to customers who have purchased ELL print and digital products.

What you will do:

  • You will be the key contact and escalation point for our Key Customers

  • Process cases and handle phone and email inquiries with an objective to resolve them on first contact and in line with the Pearson service agreements

  • Processing of orders, credits and/or other administrative tasks

  • Analyse customer experience and recommend improvements to the support we provide.

  • Build and maintain good relationships with Sales, Portfolio, to ensure effective communication and good quality of service.

To be successful in this role you will have:

  • A working knowledge of Microsoft Office suites

  • Experience working in a customer service or account management role.

  • Excellent communication skills in Vietnamese and English. Other Asia languages would be a bonus.

  • Previous experience working in publishing or education would be highly regarded but not essential.

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.

Our Purpose | Add Life to a Lifetime of Learning


Organization: English Language Learning

Schedule: FULL_TIME

Req ID: 3863