Customer Support & Operations Officer

Pearson Bangladesh

Administrative Responsibilities:

• Provide comprehensive administrative support and supervision to ensure timely and successful completion of assigned tasks.

• Oversee implementation of safety measures, hygiene standards, and fulfillment of regular and urgent needs.

• Maintain a secure and organized repository for confidential documents and records.

• Prepare necessary legal documents, such as BIDA and Central Bank permissions, for liaison office operations.

• Establish service level agreements (SLAs) with vendors and suppliers for optimal performance.

• Monitor compliance and negotiate annual maintenance contracts to ensure cost-effectiveness.

Procurement Responsibilities:

• Develop and execute procurement plans and requests for program materials, equipment, and supplies.

• Communicate with vendors and monitor delivery of procured items.

• Prepare and process purchase orders following company policies.

• Manage supplier relationships and evaluate new vendors.

• Negotiate cost-effective procurement, ensuring compliance with tax, VAT, and bank regulations.

• Maintain accurate inventory and purchasing records.

• Manage stores efficiently and maintain resource logs.

• Support the maintenance of common premises and services.

Communications and Customer Servicing Responsibilities

• Maintain stakeholder relationships, organize meetings, and handle delegation.

• Communicate effectively with staff, stakeholders, and customers (students, parents, schoolteachers, Principals etc.), addressing their queries and providing support and attend their queries.

• Coordinate with internal and external partners.

• Resolve customer problems and offer information on Edexcel, BTEC, and PTE, including issues like replacement certificates, past papers, subject queries, exam details, PTE result delays, resource sharing, test rescheduling fees, fees, booking process, BTEC grading, specifications, center locations, and subject availability.

• Prepare Edexcel grade letter, BTEC equivalence letter signed by RDMs for the learners.

• Liaise with the British council for customer-related issues.

• Provide result verification service.

• Carry out any other work assigned by the team members and global team.

Finance Related Responsibilities:

• Work closely with Pearson Bangladesh appointed Financial Services provider and ensure assigned tasks.

• Manage monthly expenses and prepare claims with supporting documentation.

• Assist HR with payroll, taxes, and salary certificates.

• Handle bank account operations, including form-C and Central Bank permissions.

• Process payments for salaries, vendors, and taxes.

• Maintain internal expenditure controls and track budgets.

• Review and analyze financial reports for improvement opportunities.

• Understand financial regulations for liaison offices and ensure timely compliance.

RDMs Support:

• Support Regional Development Managers with budget management and event logistics for PR initiatives, training, and workshops.

• Provide administrative and logistical support to iPLS, Academic, BTEC, and PTE staff and participants.

• Manage travel arrangements and document preparation for RDMs.

• Coordinate and schedule meetings and events.

Reporting

• Generate reports and manage office supplies for programs.

• Prepare sales, collection, marketing, and media buying reports for the regional team.

• Secure marketing budget approval from the Regional Director's Office.

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 ppsmhr@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

Req ID: 14338

#LI-REMOTE