Customer Service Advisor

NOTE: When you click the apply button, you will be re-directed to Cambridge University Press & Assessment’s website where you will be required to create a profile and upload a copy of your CV to complete your application.

Job Purpose

To log, track and provide first line support for all incoming enquiries received by Cambridge International Examinations (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 managementA customer service qualificationRecognised English language certificate corresponding to IELTS 6.5 or aboveGood working knowledge of MS Office programmesKnowledge of CRM/Call Logging software is desirableGood communication skills, both written and verbal, ability to liaise with internal and external customers at all levelsExcellent organisational skills to maintain effective management of a range of complex tasks and functionsMore than six months experience within a Customer Services role, handling complex enquiries and meeting service level agreementsExperience of dealing with people from a variety of backgrounds with different languages

We offer

• Competitive Salary

• Up to 33 days Paid Annual Leaves

• HMO Coverage and Life Insurance on day 1

• Vesting/Retirement package

• Learning Opportunities

• Flexible work arrangement