Customer Service Advisor

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  • Salary:
    Competitive
  • Location:
    Manila
  • Country:
    Philippines
  • Division:
    Operations
  • Vacancy Type:
    Permanent
  • Closing Date:
    31 October 2021

Meet the recruiter

Arianne Santos

asantos@cambridge.org

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Job Purpose

To log, track and provide first line support for all incoming enquiries received by Cambridge Assessment International Education  (on-line, social media, telephone, email, facsimile and web-chat) from its world-wide customer base, providing the highest standards of customer service in all interactions.

Principal Duties

  • Provide a consistently high quality of service to enquiries via email, on-line form, web-chat, facsimile, telephone and social media, handling all contacts effectively, courteously and within Service Level Agreements.
  • Ensure all enquires are dealt with and resolved within Service Level Agreements, and that customers are kept informed on progress where appropriate.
  • Maintain full and accurate computer based records of all enquiries.
  • Identify complaints, expressions of dissatisfaction and enquiries requiring escalation accurately, ensuring they are correctly recorded and allocated to the appropriate senior colleagues for timely resolution.
  • Liaise with the Cambridge based Customer Services team as appropriate, to ensure there are no avoidable delays in any support requests that require collaboration between the Cambridge and Manila teams.

Knowledge and Experience

  • Educated to degree level, or have an equivalent qualification in management 
  • A customer service qualification 
  • Recognised English language certificate corresponding to IELTS 6.5 or above
  • Good working knowledge of MS Office programmes
  • Knowledge of CRM/Call Logging software is desirable 
  • Good communication skills, both written and verbal, ability to liaise with internal and external customers at all levels
  • Excellent organisational skills to maintain effective management of a range of complex tasks and functions
  • More than six months experience within a Customer Services role, handling complex enquiries and meeting service level agreements
  • Experience of dealing with people from a variety of backgrounds with different languages

Do you aspire to be part of an esteemed global organization and a well-known brand?

Our brand and name is a product of close to 500 years of experience creating world-class learning and research solutions, and assessment programs in accord with the highest technical standards.  Today, we have more than 50 offices worldwide and over 6,000 high - performing employees delivering products and services that reach 170 countries and over 15 million customers worldwide.

Do you dream about making a difference and contribute to society?

Here at Cambridge, our purpose is simple – we unlock people's potential with the best learning and research solutions, and provide excellence in education.  Our products and services help inspire learners all over the world to go further and to have the confidence to access a lifetime of enriching experiences and opportunities.

Do you aspire to be in a place that reinforces you and demands the best of you?

To deliver on our promise to our customers, we know that we have to get it right with our colleagues first – the people creating our world-class products and services.  We invest heavily in the learning and growth of our talent, because we know that it is the foundation to have a culture of innovation.  And we believe in empowering people, because it provides you the freedom to unleash your talent and develop your potential to the fullest.

Do you believe in equality, diversity and inclusivity?

As a global organization, we embrace diversity – in all its various forms – as it is the key to our success.  We value and respect those differences, because it brings about a wide range of perspectives on how we operate as a whole, and how we act as a progressive member of society.  We are an inclusive workplace where opportunities to succeed are at hand to those up to the task. 

Do you value your well-being?

We recognize and take our employees' well-being earnestly.   Our ways of working, benefits, policies and programs are oriented towards providing a place which promote and advocate wellness.   We believe in being a partner of our colleagues to help them balance the demands both at work and at home.

 

If the above inspires and excites you, surely you would want to know more.   Visit our company website and social media profiles to learn more about us and how we may be the company that matches your goals.

 

Know more about us through our social media profiles

Cambridge University Press & Assessment | Facebook

Cambridge University Press & Assessment | Instagram

Manila Facebook Page

Manila Instagram Page


 
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Location
Manila
16th Floor, Frabelle Corporate Plaza, 129 Tordesillas St., Legaspi Village Makati City, Philippines, 1229
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