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Supervisor, Customer Service – Order Management
Pearson VUESupervisor leading customer service team managing UK order processing. Ensuring high-quality service delivery, coaching, and process improvements in Mandaluyong City.
About the role
Key responsibilities & impact- Lead and support a team responsible for global order management and customer service.
- Monitor team performance
- Conduct quality reviews to ensure adherence to service and process standards.
- Provide coaching, feedback, and development opportunities to team members.
- Collaborate with internal departments to resolve operational issues and improve processes.
- Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
- Ensure accurate documentation and reporting of team activities and performance metrics.
- Act as a point of escalation for complex or urgent customer issues.
- Foster a collaborative and inclusive team culture.
- Conducts training for new hires
- Conduct initial-level interviews and participate in the hiring process.
- Conduct training sessions to onboard new hires and upskill existing team members.
Requirements
What you’ll need- Proven experience in team leadership, preferably in customer service or order management.
- Strong understanding of operational workflows and service delivery.
- Excellent communication and interpersonal skills.
- Proficiency in MS Word, Excel, and other relevant tools.
- Ability to coach and develop team members effectively.
- Strong problem-solving and decision-making skills.
- Experience working in a fast-paced, dynamic environment.
- Adaptability to changing business needs and priorities.
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
team leadershipcoachingfeedbackdevelopment opportunitiescollaborationcontinuous improvementproblem-solvingdecision-makingadaptabilityinterpersonal skills