Job Information
Assessment & Qualifications Assistant Manager Customer Service Operations Support in Tokyo, Japan
About the role: As a Program Coordinator, your responsibilities include overseeing daily operations of the Program Coordinator and Customer Service teams, ensuring tasks meet SLAs/KPIs. This role involves remote management to enhance service levels, handling customer inquiries and escalations, including those related to Japan E-Commerce Stores.
Our team: Assessment & Qualifications - Pearson VUE is a global leader in computer-based testing for information technology, academic, government and professional testing programs around the world with a secure network of test centers in more than 180 countries.
As an Assistant Manager Customer Service Operations Support you’ll be responsible for:
Manage and supervise the daily operations of the Program Coordinator Team making sure that all tasks are handled accordingly and within company set SLAs/KPIs as well as providing training/feedbacks to your team as necessary to increase team performance.
Act as a 2nd level escalation point for the Program Coordinator and Customer Service Teams providing guidance or proactively taking over critical tasks and/or escalations.
Act as a bridge between other internal/external parties, including but not limited to Program Managers, VSS Service Desk/ Customer Service Team/Channel Quality and Security and Customers
Participate in companywide global projects and join regular team meetings, buzz sessions as required including those outside of the Japan local working hours.
Overview supervision of the Customer Service Team enhancing service levels and customer satisfaction
To be successful in this role, you will ideally have:
Bachelor's Degree
IT knowledge and skills (preferred but not required)
At least 2-3 years of experience in Operations, Customer Service, or a related industry, serving as a team leader or manager with demonstrated exceptional customer service abilities.
Proven written/spoken skills and verbal communication skills in both English and Japanese
Work Arrangement:
Hybrid (Once a week in the office)
Work Hours: 9:0018:00 Monday to Friday except National Holidays
You may be asked to come in every day during the training period.
If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
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.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
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: Hybrid
Req ID: 16180