Assessment Specialist (AS) Support Advisor

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule: Monday to Friday, usually 3PM to 11PM Manila time, overlaps with UK operating hours. Flexibility required for extended opening hours and weekend working especially during high volume times of the year.

Employment type: Permanent

Location: Makati City, Metro Manila

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 25,000 to 30,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are looking for a dedicated Assessment Specialist (AS) Support Advisor to join our team. The ideal candidate will be responsible for providing exceptional customer service and support.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work® for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as the Assessment Specialist (AS) Support Advisor?

Reporting to the Assessment Specialist Support Team Leader your accountabilities will include:

• Provide effective and efficient service to Assessment Specialists for all enquiries online and via telephone, chat, email and websites. This includes first-line troubleshooting and administrative support for Assessment Specialists facing IT systems and websites where applicable.
• To ensure that all queries and support calls are logged, tracked and Assessment Specialists are kept informed as to progress and resolution.
• Proactively seek to improve our service and experience for Assessment Specialists, through developing personal skill sets, efficient working practices and use of technology.
• To identify complaints and sensitive queries received by the Education Assessment Specialist Support Helpdesk and ensure that they are correctly recorded and escalated appropriately.
• Draft self-help articles for Assessment Specialist support websites, ensuring that they provide accurate and helpful information to Assessment Specialists.

Please review the attached job description for further details on the role. 

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

 
Essential:

• Excellent communication skills, both written and verbal. Ability to liaise with internal and external customers at all levels. A high level of English language ability is essential.
• Sound IT skills, with the ability to provide customers with 1st line support in the use of software and web-based applications.
• Excellent organisational skills to maintain effective management of a large workload of different tasks.
• Previous experience within a Customer Services role, ideally within a Service Desk/Helpdesk environment.
• Experience of dealing with people from a variety of backgrounds with varied levels of English language proficiency

Desirable:

• Use of Zendesk

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

NOTE: Feedback and interview updates may be shared starting January. We appreciate your patience and understanding as we complete the review process.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.