Job Title: Customer Service Representative

Salary: Competitive

Location: Mexico City, Mexico, Hybrid

Contract: Permanent, Full Time

Are you a problem-solver with a passion for customer satisfaction? Join our team in Mexico City and help us deliver world-class service.

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

As a key member of our Global Customer Services team, you will be at the forefront of delivering exceptional service to customers worldwide, supporting both digital and print products across multiple business streams. You will be helping to support our online courses and work closely with our Cambridge Online Education team where you will provide an efficient and high-quality service to our global customers.
 

About The Role

If you are ready to make an impact and be the voice of our customers, this role is for you. In this dynamic role, you will:

• Manage customer orders: From acceptance to fulfilment, ensuring a seamless process.
• Resolve queries: Using your problem-solving skills to address customer concerns with precision and care.
• Collaborate across teams: Partnering with internal stakeholders to resolve issues and improve processes.
• Advocate for customers: Contribute to improving customer experience by sharing insights and feedback.
• Work with cutting-edge systems: including SAP and Salesforce and interact with customers from students to large distributors.
  
  

The typical working pattern is Mon – Thurs 9am – 6pm & Friday 9am – 4pm.

About You

You will be efficient and initiative-taking, with a proven history of problem solving and providing excellent service to customers. 

You will possess strong communication, problem-solving, and attention to detail. We receive queries from customers via email and telephone, therefore you should be competent in writing email responses as well as having an excellent telephone manner, ensuring that our customers queries are understood and resolved.

You will be experienced in dealing with customers at all levels, remaining approachable in a pressured environment. We will also require you to be proficient in English due to our customer base.

You must be adept at working with platforms like SAP and Salesforce and demonstrate the ability to work well independently and collaboratively.

If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.

Rewards and benefits 

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:

• Excellent job environment
• Law benefits
• Life assurance
• Medical Insurance
• Vales de despensa
• Fondo de ahorro
• Aguinaldo
• Prima vacacional
  
  

We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.

Ready to pursue your potential? Apply now.

The latest date for submitting your application is 31^st January 2025. Interviews will take place shortly after however, they may be held before the closing date and we therefore reserve the right to close the campaign early, so please do not delay in submitting your application. 

We are committed to an equitable recruitment process. As such, all applications must be submitted via our official online application form. Please refrain from sending your CV directly to our recruiters.

Why join us

Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration. 

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.