Customer Service Representative - 7716

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

Benefits offered by this job

Regular employment day 1

HMO coverage and life insurance on day

Paid annual leaves

Retirement package

Career growth opportunities

Well-being programs

Flexible hybrid schedule

Job summary

Cambridge University Press & Assessment in the Philippines is recruiting a Customer Service Representative to support US customers with high-quality written and verbal communication.

You will work in a hybrid setup with two in-office days weekly, and respond to orders and inquiries by phone and email while maintaining strong customer relations. The role starts permanently with opportunities for growth and employee benefits.

Qualifications

• Experience in customer service or office roles.
• Ability to multi-task, adapt to change, and follow instructions.
• Strong problem-solving, time management, and organizational skills.

Responsibilities

• Handle customer orders via phone or email and coordinate with distribution teams.
• Investigate inquiries, process returns, adjustments, replacements, and communications.
• Participate in on-the-job training and cross-training for coverage.
• Suggest improvements to processes and systems.

Skills

Multi-tasking

Adaptability

Decision making

Resourcefulness

Problem solving

Communication

Tools

SAP

Salesforce

Zendesk

Outlook

MS Office

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.

Selection Process

Interested applicants should be amenable to the selection process:

• Online, asynchronous video introduction (please check your email inbox regularly for the invite)
• 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.

Role Overview

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.

• 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

Responsibilities

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.

Desired Attributes & Skills

An ideal candidate has the following qualities:

• 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.
• 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.