International Customer Services Specialist (Sri Lanka and Maldives)

As an International Customer Services Specialist, you will handle queries by phone, email, live chat and on occasions, walk in customers. You will assist customers with registration, certification, and resolving complex issues related to Pearson qualifications.

Location: World Trade Center, East Tower, Colombo 1, Sri Lanka – Centrally located and accessible through public transport. You will be required to work from office to support walk in customers

Full-time: 45 hours per week

Flexibility in Work Schedule

At Pearson, we value flexibility and understand the importance of work-life balance. Occasionally, you may be required to work on a Saturday or Sunday. In compensation, you will be provided with a compensatory leave to be arranged in mutual agreement with your manager.

The Team

"Our team says: 'Working at Pearson has been an incredible journey. The support and camaraderie here are unmatched.'"

Join our dynamic and friendly Customer Services team in Sri Lanka, where you'll collaborate with colleagues in the Sales role as well as Customer Services teams in our UK office in Manchester and other international hubs in Singapore and India to deliver our globally recognised qualifications.

Our Customer Services team is a close-knit group of 22 friendly, hardworking, and customer-focused colleagues. We also support Schools and Colleges during busier periods, ensuring a seamless experience for all.

We believe in the power of difference and are committed to creating an inclusive and diverse work environment where everyone can be themselves.

At Pearson, we are dedicated to your professional growth. You'll have access to ongoing training and development opportunities to help you excel in your role.

Main Purpose/Objectives of the Role:

Who are we looking for?

We’re excited to hear from you if you have a background in Customer Service or possess the skills to deliver outstanding service to our customers. We’re seeking individuals who thrive in a team environment, are comfortable collaborating with multiple departments, and show the initiative and confidence to work independently when needed.

You will be delivering exceptional service to meet our customers’ evolving needs under pressure. The education sector is constantly changing, and we need our team to be adaptable and dynamic, ready to take on new information quickly.

Our Customer Service Specialists are the first point of contact for our customers, answering queries by phone, email, and live chat. You’ll be the expert on hand to support them with any queries related to the administration and delivery of Pearson qualifications, from registering learners to certification.

We’re looking for problem-solvers who won’t be daunted when things go wrong and, with training, will be comfortable resolving complex and urgent queries.

This isn’t your average contact centre environment. We don’t have any call scripts or unrealistic targets; we just want our customer service team to offer outstanding support and be the voice of Pearson.

Experience

We are looking for individuals with a background in Customer Service or the ability to demonstrate the skills required to deliver excellent customer service. If you have experience working in a team, basic proficiency in MS Word and Excel, and excellent communication skills, we want to hear from you.

You should be comfortable dealing with unhappy or unsatisfied customers and adaptable to sudden changes within the educational system. Flexibility to meet our customer and business needs throughout the academic year is essential.

Problem-solving skills and self-motivation are key attributes we value. 

Proficiency in additional languages such as Sinhala and Tamil are highly desirable and will be a significant asset in supporting our diverse customer base.

If you're passionate about delivering outstanding customer service and thrive in a dynamic environment, we want to hear from you. 

 Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

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.

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.