Customer Service Apprentice at Pearson

About Pearson

At Pearson, we believe learning is the key to improving lives. Founded in 1844, Pearson is a global leader in digital-first and accessible learning experiences, with over 20,000 employees worldwide. In India, our mission is to help learners achieve their goals through innovative educational products, technology, and services.

We foster an inclusive and equitable workplace where every employee is valued, empowered, and supported to thrive.

About the Apprenticeship Programme

Pearson India's Apprenticeship Programme offers graduates and early-career professionals valuable hands-on experience while learning from industry experts. Through structured learning, mentorship, and real-world exposure, apprentices develop the professional and technical skills needed to succeed in a global organization.

About the Role

The Program Coordinator Operations Intern plays a key role in delivering an exceptional customer experience by supporting candidate services, case management, and operational processes across global testing programs. The role involves handling customer inquiries, resolving cases, collaborating with cross-functional teams, and ensuring compliance with service standards while contributing to continuous process improvement.

Key Responsibilities

• 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.

Desired Skills & Attributes

• 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).

Eligibility Criteria

• Bachelor's degree completed in any discipline.
• Recent graduates or candidates with less than one year of professional experience are encouraged to apply.
• Must be legally authorized to work in India.

Experience You'll Gain

• Exposure to global business operations and customer service environments.
• Hands-on experience in case management, stakeholder engagement, and operational support.
• Structured learning through mentorship, coaching, and real-world projects.
• Development of professional, analytical, communication, and problem-solving skills.
• Experience working with global teams across multiple regions and time zones.

Work Schedule

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.

Benefits & Rewards

• 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.

Diversity, Equity & Inclusion

At Pearson, we are committed to fostering an inclusive workplace where diverse perspectives are valued and respected. We believe that everyone should have the opportunity to contribute, grow, and succeed, regardless of background, identity, or experience.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit, and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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.