Pearson is a world‑leading education and assessment company that designs, develops and delivers learning solutions to millions of learners across more than 70 countries. With a strong focus on digital transformation, Pearson helps schools, universities and corporate clients improve outcomes through innovative testing platforms, online learning tools and data‑driven insights. The company’s Indian operations, headquartered in Noida, serve as a strategic hub for global testing programs, candidate services and customer support, offering fresh talent exposure to international standards and cross‑cultural collaboration. The Apprentice – Customer Service role is a 12‑month, full‑time apprenticeship designed for recent graduates who want to start a career in customer operations. Working Monday to Friday for around 40 hours a week, the apprentice will be embedded in Pearson’s Customer Service / Operations core area, handling inbound queries, managing cases, and supporting global teams across multiple time zones. The position provides hands‑on experience with case‑management tools, SLA monitoring, and process‑improvement initiatives, making it an ideal launchpad for a long‑term career in client‑facing roles. Key responsibilities include: 1. Responding to customer inquiries via email and case‑management systems with clear, professional communication. 2. Investigating issues, gathering relevant data, and identifying root causes to provide accurate resolutions. 3. Documenting every step of the case lifecycle – from receipt to closure – ensuring completeness and auditability. 4. Managing service‑level agreements by prioritising cases, tracking deadlines and escalating overdue tickets. 5. Coordinating with internal stakeholders such as technical, operations and product teams to resolve complex problems. 6. Maintaining and updating knowledge‑base articles and standard operating procedures. 7. Monitoring case queues for at‑risk or recurring issues and recommending process improvements. 8. Contributing to trend analysis reports using Excel to highlight common pain points and suggest corrective actions. 9. Supporting global teams by adjusting work hours when required to align with different regional time zones. 10. Participating in regular training sessions and performance reviews to continuously upskill. The tech stack for this apprenticeship primarily includes case‑management platforms (e.g., ServiceNow or similar), Microsoft Office Suite (Excel for reporting, Word for documentation), and standard email clients. Familiarity with basic data analysis and reporting tools is advantageous. Growth path: Successful apprentices can transition into full‑time Customer Service Analyst, Operations Specialist, or Account Management roles within Pearson, with opportunities to move into regional leadership or specialized functional areas such as Quality Assurance, Process Engineering or Product Support. Why join Pearson? The company offers a structured learning environment, mentorship from seasoned professionals, and exposure to global business processes. Apprentices receive a competitive stipend, a clear career roadmap, and the chance to work on high‑impact projects that directly affect millions of learners worldwide. The inclusive culture, emphasis on continuous improvement and strong brand reputation make Pearson an attractive starting point for ambitious graduates.