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 at least two days a week to apply.

Work schedule: Shift-based 40-hour week. Please refer to the Working Pattern section below.

Pay range: Php 24,000 to 30,000

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 seeking a dedicated Customer Service Advisor to join our team and provide first-line support for customer inquiries worldwide. In this role, you will log, track, and respond to queries received via online platforms, social media, telephone, email, and webchat—delivering exceptional service at every touchpoint.

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 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 Service Advisor?

As a Customer Service Advisor, you will:

• Be the first point of contact for customers, handling inquiries via phone, email, webchat, and social media.
• Provide professional, courteous, and timely responses to ensure a high standard of service.
• Maintain accurate records of all customer interactions.
• Identify and escalate complex issues to the appropriate teams when necessary.
• Collaborate with teams in Manila and Cambridge to resolve inquiries efficiently.
• Contribute to service improvements by identifying areas for enhancement.

What makes you the ideal candidate for this role?

You are the ideal candidate if you:

• Have excellent communication skills, both written and verbal.
• Possess a strong customer service mindset and a proactive approach to problem-solving.
• Can handle multiple inquiries professionally and efficiently.
• Remain calm and professional, even in high-pressure situations.
• Have experience in customer service, ensuring inquiries are resolved within service level agreements.
• Are proficient in MS Office and familiar with CRM tools.
• Adapt quickly to new challenges and are willing to go the extra mile for customer satisfaction.

Working Pattern

• The Customer Service Advisor role follows a shift-based 40-hour workweek.
• Shifts may fall at any time on any day of the week, including weekends and holidays.
• Additional work may be required during evenings and weekends in peak periods.
• Each shift will typically not exceed 8 hours.
• Candidates must be amenable to a shifting schedule.

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 April 21, 2025, but may close early if we receive sufficient applications. Therefore, if you are interested, please submit your application alongside your CV and Cover Letter as early as possible.

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