_This is a_ **_3-month fixed-term rol_** _e, offering an excellent opportunity to gain valuable experience and contribute to our customer service team within a defined period. The contract duration is ideal for candidates seeking short-term engagement or exploring new opportunities._ **About the role:** We are seeking a dynamic and customer-focused individual to join our team new Associate Helpdesk team as a Customer Service Representative. As a crucial member of our call centre, you will be responsible for handling phone calls, live chats, and responding to emails from Assessment Associates. The ideal candidate will not only meet key performance indicators (KPIs) but also possess excellent interpersonal skills, empathy, active listening abilities, strong problem-solving capabilities, and a high sense of responsibility. **Our team:** PQS (Pearson Qualification Services) The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the delivery of accurate results to every candidate in each examination session. **Our Purpose - Add Life to a Lifetime of Learning** The Associate Helpdesk team is the customer service team for this area and are first line to most queries from AAs and works closely with our stakeholders across the business to provide quick and efficient responses. **As a Customer Service Representative, you’ll be responsible for:** + Promptly respond to customer inquiries via phone calls, live chats, and emails, providing accurate information and effective resolution of concerns to ensure a consistently positive and professional customer experience. + Accurately document customer interactions and resolutions in our internal systems, contributing to the development and enhancement of knowledge base articles for common customer queries. + Take ownership of customer issues, ensuring prompt resolution through phone calls, live chats, and emails. Adhere to schedules, maintaining availability during assigned working hours for a comprehensive and efficient customer support experience. **To be successful in this role, you will ideally have:** + Bachelor's Degree or relevant work experience + Proven customer service experience in a call centre or similar environment. + Excellent communication skills, both written and verbal. + Ability to work independently and as part of a team. + Proficiency in using customer service software, CRM systems, and other relevant tools. **Office-based working** : We value the benefits of working in an office environment, so we ask that our employees work from the office during business hours. While we don't offer remote work flexibility, we believe that being in the office allows for better collaboration and team connection. _If you are as passionate as we are about changing lives through learning, then help us learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online._ **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process. **Job:** CUSTOMER SERVICE **Organization:** Assessment & Qualifications **Schedule:** FULL\_TIME **Workplace Type:** On-site **Req ID:** 17934