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.
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
Qualification
Required
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
Preferred
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.
Pearson operates as a media and education company that offers a wide range of services to its customers.
