Hybrid Customer Service Specialist — US Clients

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

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.