Cambridge University Press and Assessment is recruiting on behalf of Michigan Language Assessment as they establish a customer service presence in the Philippines. Michigan Language Assessment is a joint venture between the University of Michigan and Cambridge University Press and Assessment, learn more at michiganassessment.org.

As the Customer Service Assistant, you will serve as a key support to the customers by ensuring the delivery of the highest level of customer service across our portfolio of product and services.

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 in this role?

The Customer Service Assistant is responsible for providing stellar customer service to the organization's stakeholders, supporting its portfolio of products, and providing general front-line support through an assortment of channels. This position should perform these activities in a timely, effective fashion and in alignment with the organization's specifications and quality requirements.

The following responsibilities would also be part of the role:

• Practice the activities required for optimal account management through using our CRM.
• Maintain relationships with new and existing clients and piloting centers, including anticipating the customer's needs to ensure continued satisfaction with our product offerings and administrative systems, and promote existing products and services.
• Support execution of activities during new customer acquisition such as contracting onboarding and planning and delivery of training.
• Provide support to customers through multiple communication methods to ensure optimal customer experience in resolution of customer inquiries about our product offerings and administrative systems and procedures.
• Provide administrative support for a variety of platforms required in the customer service function to maintain data integrity across platforms and provide reports.
• Aim to meet or exceed the KPIs and metrics.
• Other contributions commensurate with level and experience as required (providing training, or operational support to both internal and external customers).
   

What makes you the ideal candidate in this role?

The ideal candidate would be educated to an associate's degree in a business course or possess relevant work experience, with a high level of fluency in English. You would have strong organization skills and a high-level of aptitude using computers and learning software, with keen attention to detail and ability to manage competing demands.

The following skills and experiences would also make you an ideal candidate:

• Working knowledge of MS Office and Google products and a CRM
• The ability to work both independently and as a member of a team
• Working knowledge of business operations
• Some familiarity with Michigan Language Assessment's products and services
• Excellent oral and written communication skills
• Some experience working in a customer relations capacity
• Experience working with international clientele with a variety of social and language backgrounds
• Must be willing to work on a 1PM-9PM shift, Manila Time
• Must be amenable to working on a different temporary schedule during onboarding and training.

Additional Information:

• The salary range for this position is PHP 22,000 – 28,000 monthly.
• This position offers a hybrid work schedule
• A cover letter is required to move your application to the next stage of recruitment. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
• Please add no-reply-careers@cambridge.org and michiganassessment.org. to your safe senders list to ensure you receive application-related updates.