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: 6PM to 2AM Manila time

Pay range: Php 24,000 to Php 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 looking for a Customer Services Advisor to join our Cambridge CEM Customer Support Team. As a key member of our team, your goal will be to identify, investigate and resolve customer enquiries as the first point of contact. This role plays a vital part in delivering a high quality, consistent and accurate service as part of the Customer Support Team.

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 Services Advisor?

As a Customer Services Advisor, you will create excellent customer experience. Your job is to identify, investigate and resolve customer enquiries as the first point of contact. It is crucial that you deliver a high quality, consistent and accurate service as part of the Customer Support Team.

Working under the supervision of a Customer Service Lead, your responsibilities will be as follows:

• Provide high-quality service for email and telephone enquiries, ensuring effective resolution.
• Maintain accurate records of all enquiries and escalate issues to the Shift Lead as needed.
• Identify and record formal complaints, expressions of dissatisfaction, or compliments according to policy.
• Meet department SLAs and customer satisfaction levels.
• Set up new accounts, onboard new customers, and maintain customer data.

What makes you the ideal candidate for this role?

• Educated to degree level or with equivalent professional experience
• At least 1 year of extensive customer service experience
• Process management experience
• IT literate (proficient in the use of MS Office particularly Word, Outlook & Excel)
• Accuracy and attention to detail
• Ability to manage workload in pressured situations
• Excellent communication skills – written and verbal

Are you driven by the art and science of customer services and desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? If yes, we invite you to pursue your potential with us.

Deadline of application submission is on Monday, March 3, 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.

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