Customer Service Representative

Cambridge University Press & Assessment | Manila; Makati; Hybrid; PHP 268,000 - 335,000; Full time

Benefits offered by this job

HMO Coverage and Life Insurance on Day

Paid Annual Leaves

Vesting/Retirement package

Career growth opportunities

Well-being programs

Flexible schedule and hybrid work

Work-life balance

Job summary

Cambridge University Press & Assessment is seeking a Customer Service Representative to join our Philippines team in Makati. The role focuses on handling US customer interactions with high-quality written and verbal communication, supporting order processing and inquiries.

You will work in a hybrid setup, with offices visiting twice a week, and participate in ongoing training to uphold service standards. A strong background in customer service and CRM familiarity is preferred.

Qualifications

• Detailed knowledge of systems—into daily operations (includes SAP, Salesforce, Zendesk) and integrates them into daily operations.
• Experience with corporate customer service processes and using CRM systems to manage inquiries and orders.
• Strong communication and collaboration skills to maintain high levels of customer satisfaction.

Responsibilities

• Process customer orders (Phone/Email) and coordinate with distribution teams to meet requirements.
• Investigate and resolve customer inquiries, including returns, adjustments, replacements, and communications via email/phone.
• Participate in workplace training and cross-training for coverage across the department.
• Maintain awareness of departmental practices and provide feedback on system improvements.

Skills

SAP

Salesforce

Zendesk

Outlook

MS Office

Time management

Attention to detail

Organizational skills

Interpersonal skills

Multi-tasking

Tools

SAP

Salesforce

Zendesk

Job description

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

Monday to Friday, UK business hours 4pm to 12am (DST) or 5pm to 1am (End of DST)

Employment type

Permanent

Location

Makati City, Metro Manila

Pay range

Php 24,000 to Php 30,000

We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range to apply.

Interested applicants should be amenable to the selection process

1. Online, asynchronous video introduction (please check your email inbox regularly for the invite)
2. Face-to-face interviews in our Makati office between 9:00-10:00 PM PH Time

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are recruiting for a Customer Service Representative who will be part of our Customer Services Department. This role will support US customers by providing a consistently high standard of service with responsibility in communicating properly in written and verbal to maintain good customer relations.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work® for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, 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.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Customer Service Representative?

As a Customer Service Representative, you will play a pivotal role to the success of our team in helping the organization representing the department as the frontline support demonstrating skills to internal and external customers. You will work under the supervision of the CS Supervisor with the following:

• Processing of customer orders (Phone/Email) in consultation with customers to ensure specific requirements are met and follow through with other distribution departments to ensure prompt supply.
• Investigate and resolve customer inquiries using own initiative including, but not limited to, returns, adjustments (changes and cancellations), replacement copies, and correspondence via email and phone.
• Participate in one-to-one workplace training to ensure consistent standards of service are achieved and maintained. This includes cross-training in other sections of department to provide adequate coverage.
• Maintain awareness of departmental working practices and existing systems, recommending areas of improvement and providing helpful feedback on system developments.

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

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

You will be an ideal candidate if you have Previous Customer Service or office-based experience. You will make a strong candidate if you have the ability to multi-task, adapt to change, follow instructions and work well with others and make decisions. You should display resourcefulness, efficiency, originality, flexibility, and problem-solving skills.

Additionally, having the below knowledge, experience, or expertise of the below would be advantageous:

• Detailed knowledge of systems—including but not limited to SAP, Salesforce, and Zendesk—and integrating them into daily operations
• Proficiency in outlook and MS Office
• Good time management skills and the ability to prioritize work
• Attention to detail
• Strong organizational skills with the ability to multi-task
• Good interpersonal skills

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.