Hybrid Customer Support Advisor (Makati)

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

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