Note: The job is a remote job and is open to candidates in USA. Pearson is a global lifelong learning company that provides learning products, technology, and services. The Apprentice, Customer Service role supports candidate services, case management, and operational processes by handling customer inquiries, resolving cases, collaborating with stakeholders, and contributing to process improvement.
Responsibilities
- Manage and resolve customer inquiries through email and case management systems within established SLAs
- Investigate customer issues, identify root causes, and provide accurate and timely resolutions
- Maintain complete, accurate, and up-to-date case documentation
- Prioritize workload effectively to ensure timely case closure and customer satisfaction
- Escalate complex or high-impact issues to appropriate teams and track them through resolution
- Collaborate with cross-functional stakeholders to resolve customer concerns efficiently
- Ensure adherence to company policies, processes, and quality standards
- Monitor case queues and proactively address overdue or at-risk cases
- Communicate professionally with customers and internal stakeholders
- Identify recurring issues, trends, and opportunities for process improvement
- Contribute to knowledge management initiatives and share best practices
- Consistently achieve performance metrics related to SLA adherence, productivity, quality, and customer satisfaction
Skills
- Excellent verbal and written communication skills
- Strong analytical and problem-solving abilities
- Attention to detail and commitment to quality
- Ability to collaborate effectively within team environments
- Strong organizational and time-management skills
- Customer-focused mindset with a passion for service excellence
- Eagerness to learn, adapt, and take initiative
- Proficiency in Microsoft Office Suite (Excel, Word)
- Bachelor's degree completed in any discipline
- Must be legally authorized to work in India
- This is a full-time apprenticeship position, typically requiring **40 hours per week (Monday to Friday)** . Flexibility may be required to support global teams across different time zones
- Recent graduates or candidates with less than one year of professional experience are encouraged to apply
Benefits
- Competitive apprenticeship stipend.
- Professional development and mentorship opportunities.
- Paid time off in accordance with company policy.
- Health insurance coverage (where applicable).
- Access to Pearson's learning platforms and online courses.
- Exposure to a global work environment and future career opportunities.
Company Overview