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Customer Service
Pearson VUECustomer Service Associate providing support to clients through various communication channels. Assisting with inquiries and ensuring a positive customer experience at Pearson.
About the role
Key responsibilities & impact- Handle customer inquiries, requests, and complaints via phone, email, chat, WhatsApp, Teams, and other communication channels.
- Provide support to internal teams in resolving cases in the Salesforce CRM.
- Follow up on cases with different areas of the company to expedite responses and ensure the best solution for the customer.
- Act as a mediator in disputes between customers and franchise units, with support from partner areas.
- Make proactive outreach to customers to support requests from other departments.
- Monitor and manage brand presence on Reclame Aqui.
- Look up information in systems such as SAP and open tickets for systemic issues.
- Support process improvements and participate in training on new products, tools, and procedures.
- Contribute to onboarding and development of new team members.
Requirements
What you’ll need- Fit with Pearson's culture.
- High school diploma.
- Customer service experience.
- Previous experience working remotely.
- Prior experience with a CRM.
- Proficiency with Microsoft Office.
- Responsibility and commitment to work remotely.
- Willingness and eagerness to learn.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and ability to work in a team.
- Resilience to work with daily targets.
- Ability to work in a dynamic environment with multiple demands.
- Availability to come to the office for meetings previously coordinated with area leadership.
- Note: A medical report must be sent together with the resume.
Benefits
Comp & perks- Remote work (home office).
- Home office allowance.
- Medical insurance.
- Dental insurance.
- Employee wellness support.
- Mental health support program.
- Life insurance.
- Meal allowance (meal voucher).
- Pharmacy discount program.
- SESC benefits.
- Wellhub (formerly Gympass).
- Discounts at our language school franchises.
- Discounts on language learning books.
- Access to Pearson training and development platforms.
- Childcare assistance.
- Birthday day off.
- AIP (Annual Incentive Plan).
- Extended parental leave: 6 months for mothers and 1 month for fathers.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service experienceCRMMicrosoft Officeprocess improvements
Soft Skills
verbal communicationwritten communicationinterpersonal skillsteamworkresilienceadaptabilityresponsibilitycommitment to work remotelywillingness to learn
Certifications
high school diploma