Customer Support Advisor

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

Job summary

Cambridge University Press & Assessment in Makati City, Metro Manila, Philippines, is hiring a Customer Support Advisor as part of Cambridge English Customer Support. The role logs, tracks and provides first-line support for queries arriving from a global customer base, including technical and non-technical issues.

We operate in a hybrid environment with two to three days in the office. Ideal candidates have 1-2 years in customer support, strong English communication, familiarity with CRM/call

Qualifications

• 1-2 years of experience in a customer support role with experience in CRM/Call Logging software.
• A high level of English communication skills, both written and verbal.
• A good awareness of the use of modern websites with the ability to guide users and diagnose and resolve 1st-line support issues.
• Excellent organizational skills to maintain effective management of a large workload of complex tasks and functions.
• Experience of dealing with stakeholders from a variety of backgrounds with different languages.

Responsibilities

• Provide effective and efficient customer service for enquiries arriving into the Helpdesk via telephone, chat, email and websites.
• Proactively seek to improve the service offered by the Helpdesk through developing personal skill sets and efficient practices.
• Identify complaints and ensure proper recording and escalation to the appropriate owner.

Skills

English proficiency

Customer support

Problem diagnosis

Organizational skills

Tools

CRM software

Call logging software

Job description

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: Typically no longer than 8 hours in any one shift, which may fall at any time on any day of the week, including weekends. Additional work may be required in the evenings and weekends during peak periods of activity. Due to the nature of the team's work, it may be necessary to work on public and/or religious holidays.

Pay range:Php 24,000 to 30,000

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

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 forCustomer Support Advisorswho 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.

What will you do as a Customer Support Advisor?

Reporting to theTechnical 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?

Essential:

• 1-2 years of experience in a customer support role with experience in CRM/Call Logging software.

• A high level of English communication skills, both written and verbal.

• A good awareness of the use of modern websites with the ability to guide users and diagnose and resolve 1st-line support issues.

• Excellent organizational skills to maintain effective management of a large workload of complex tasks and functions.

• Experience of dealing with stakeholders from a variety of backgrounds with different languages.

Desirable:

• A customer service qualification

• A recognized English language qualification at C1 or higher on the Common European Framework

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.