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: 4:00 PM - 12:00 MN PH time. 

Pay range: Php 32,000 to Php 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 Resolution Specialist who will be part of the Customer Resolution Team supporting the Customer Support Department of our Assessment and Customer Support Division. This is a key role that will deal with high stakes, high paced tasks that revolve around the efficient management of customer and business information, and improving the customer journey and experience and is critical to the work we do for learners across the globe. 

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 Resolution Specialist? 

As a Customer Resolution Specialist, you will be in a unique position to deal with stakeholders across the business, championing continuous improvement and working to promote positive change across all areas of the organisation through, collaboration, creativity and expertise.  You will deal with large volumes of information and will be responsible for using information from various medium to respond to customer concerns and provide resolution.  

This role will be trained and expected to handle a broad range of queries spanning: Complaints, Escalations, Freedom of Information (FOI) Requests, Data Subject Access Requests (DSAR), Risk Management and corresponding activities related to enhancing management information reporting and improving the . 

What makes you the ideal candidate for this role? 

The ideal candidate for this role is someone who has proven experience with providing customer service and complaints and escalations processes. The role requires constant communication with stakeholders of various levels, so excellent written and speaking communication skills are critical to the role. Eagerness to learn, and a high level of adaptability is also highly desirable. 

In addition, the following would also make you an ideal candidate: 

• An ability to work effectively under pressure and excellent organisational, prioritising and planning skills  
• Experience of working with multiple and complex processes and systems and confidence with customer data  
• Identifying and implementing process improvements 
• Experience of writing and drafting complaint and complex responses 
• Experience working with international customers and large stakeholders 

 If you are passionate about the role and aspire to join a globally renowned institution that values innovation, embraces inclusion, and empowers learners, we encourage you to explore your potential with us. 

Deadline of application submission is on March 3rd, 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.