Vacancy Reference: VR-5440

Employment type: Permanent

Location: Makati City, Metro Manila

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: Shifting Schedule supporting UK, USA and Middle East

Pay range: Php 32,000 to 43,000

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

We are looking for a Customer Care Team Leader for our Customer Care team, delivering world-class customer service for one of the top English assessment providers in the world. As a key member of our team, you will play a pivotal role in ensuring that we are able to maintain our reputation for excellent customer service by handling a team of Customer Care Professionals to meet our goals.

Why Cambridge?

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding.

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one.

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, 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.

What can you get from Cambridge?

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.

What will you do as a Customer Care Team Leader?

As a Customer Care Team Leader, you will be primarily accountable for leading and managing a team of best-in-class Customer Care professionals, providing coaching and ensuring they are able to resolve client issues and meet customer expectations. You will also be accountable for resource and quality management, as well as the implementation and evaluation of different operational processes in line with established SLAs.

In addition, your responsibilities will include:

• Providing strong leadership and guidance, ensuring they are effectively managed, motivated, and trained to deliver exceptional customer experiences
• Monitor daily operations, ensuring optimal performance and adherence to KPIs and SLAs for a roster of 24/7 operations
• Proactively address and manage performance issues by providing real-time coaching and constructive feedback
• Provide reporting, regular quality assurance feedback and conduct performance reviews

What makes you the ideal candidate for this role?

The following will help you be an ideal candidate for this post:

• You have 1 – 2 years of proven experience in a Customer Service Team Lead role.
• Excellent English verbal and written communication skills.
• High attention to detail, ability to multi-task and work within tight deadlines and collaborate with a team.
• Strong coaching, mentoring and people management skills.
• Familiarity with performance metrics such as CSAT, SLA and productivity measures an advantage
• Provide subject matter expertise in handling escalated customer calls as needed.
• Availability to start ASAP

Deadline of application submission is on January 20^th, 2025, but may close early if we receive sufficient applications. Therefore, if you are interested, please submit your application as early as possible. Whilst not essential, it is very advantageous if you submit a Cover Letter alongside your CV.

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