Customer Service Apprentice

About the role

Pearson is looking for a Customer Service Apprentice to support its global testing programmes. Working full‑time from the Noida office, you will handle customer queries, manage cases, and collaborate with cross‑functional teams while gaining hands‑on experience in operations and stakeholder engagement.

Responsibilities

• Respond to customer inquiries via email and case‑management tools within defined SLAs.
• Investigate issues, identify root causes, and deliver timely resolutions.
• Maintain accurate case documentation and update records regularly.
• Prioritise workload to ensure prompt case closure and customer satisfaction.
• Escalate complex or high‑impact cases to appropriate teams and track their resolution.
• Collaborate with internal stakeholders to address customer concerns efficiently.
• Monitor case queues, flag overdue items, and suggest process improvements.
• Achieve performance metrics related to SLA adherence, productivity, quality, and satisfaction.

Eligibility

• Bachelor's degree completed in any discipline.
• Recent graduates or candidates with less than one year of professional experience.
• Legal authorization to work in India.

Skills

• Excellent verbal and written communication.
• Strong analytical and problem‑solving abilities.
• Attention to detail and commitment to quality.
• Proficiency in Microsoft Office Suite (Excel, Word).
• Customer‑focused mindset with a passion for service excellence.

Benefits

• Competitive apprenticeship stipend (₹17K‑₹33K per month).
• Professional development and mentorship opportunities.
• Paid time off as per 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 prospects.