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 (2) to three (3) days a week to apply.

Work schedule: No longer than 8 hours in one shift, which may fall at any time on any day of the week, including weekends.

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 recruiting for a Customer Support Advisor who will be part of our Cambridge English Customer Support team.  The job holder logs, tracks and provides first-line support for queries, technical and non-technical, arriving into Cambridge English from its global customer base.  

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 perfect environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential.

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.

Your responsibilities as a Customer Support Advisor:

Reporting to the Technical Support Manager, your day-to-day responsibilities will include: 

• Provide effective and efficient customer service for all enquiries arriving into the Helpdesk, via telephone, chat, email and websites. This includes first-line troubleshooting and administrative support for customer facing IT systems and websites. To ensure that all queries and support calls are logged, tracked and customers are kept informed as to progress and resolution.  
• Proactively seek to improve the service offered by the Helpdesk, through developing personal skill sets, efficient working practices and use of technology.  
• To identify complaints and potential complaints received by Cambridge English and ensure that they are correctly recorded and brought to the attention of the appropriate complained owner.   

What makes you the ideal candidate for this role? 

You will be ideal for this part if you have around 1-2 years of experience in a customer support role.  

In addition, experience, knowledge or expertise in the following would give you an advantage: 

• A degree in a relevant subject is required, or equivalent experience in a customer support role, preferably in a Customer Service or Service Desk environment.
• A customer service qualification, a recognized English language qualification at C1 or higher on the Common European Framework, or 1-2 years of experience with CRM/Call Logging software.  
• A good awareness of the use of modern websites with the ability to guide users and diagnose and resolve 1st-line support issues.  
• Excellent communication skills in English, both written and verbal. Ability to liaise with internal and external customers at all levels. A high level of English language ability is essential. 
• Excellent organizational skills to maintain effective management of a large workload of complex tasks and functions. 
• Experience of dealing with people from a variety of backgrounds with different languages. 

Working Pattern:

• Additional work may be required in evenings and weekends during peak periods. Due to the nature of the team's work, it may be necessary to work public and/or religious holidays.