Senior Call Center Administrator

Job Title: Customer Service Analyst 

Location: Pearson Manila 

Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City 

Work Setup: Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation, and demonstration of the ability to manage customer queries independently. 

Schedule: 8:00am – 5:00pm UK time 

Please note: Actual schedule may vary depending on business needs. 

About The Role

We’d like to hear from you if you have a background in customer service, order management, or digital support—or the skills to demonstrate you can offer outstanding service to our global customers. 

As a Customer Service Analyst, you will serve as frontline support and account manager, handling inquiries related to order processing, digital access, and account support. You’ll work closely with cross-functional teams to ensure timely resolution and a seamless customer experience. This role also contributes to innovation and process improvement initiatives that enhance service delivery. 

We’re looking for proactive problem-solvers who thrive in a collaborative environment and can adapt quickly to evolving systems and customer needs. 

Key Responsibilities

Respond to customer inquiries via phone, email, and live chat. 

Manage and resolve queries related to order management and digital support. 

Collaborate with internal teams to troubleshoot and resolve complex issues. 

Document customer interactions accurately and thoroughly. 

Identify and suggest improvements to enhance customer experience and operational efficiency. 

Maintain a high level of professionalism and empathy in all customer interactions. 

Stay informed about changes in systems, processes, and product offerings. 

Experience & Skills

Background in customer service or ability to demonstrate strong support and problem-solving skills. 

Experience working in a team-oriented environment. 

Proficiency in basic MS Word and Excel. 

Excellent written and verbal communication skills. 

Ability to manage and resolve customer complaints effectively. 

Strong attention to detail and analytical thinking. 

Self-motivated and capable of working independently. 

Adaptability to changes in business priorities and customer needs. 

Additional Information

Line of Business Movement: Employees may be reassigned to different lines of business depending on operational needs. 

Probation Period: Hybrid working is available only after a minimum 3-month probation period, subject to manager approval. 

Team Calibration: Office-based calibration is essential to foster collaboration, knowledge sharing, and team cohesion. 

• Your Rewards & Benefits 
• Day 1 Health care Coverage with up to 2 dependents 
• Competitive retirement plan – Pearson doubles your contribution. 
• Volunteering days and employee wellbeing assistance. 
• Annual pay increase and performance bonus.