Hybrid US Customer Service Specialist

Operations; Manila; Hybrid; PHP 268,000 - 335,000; Full time

Job summary

Cambridge University Press & Assessment in Manila is hiring a Customer Service Representative to support US customers from a global academic publisher and assessment organization affiliated with the University of Cambridge. You will communicate clearly in written and verbal form to maintain strong customer relations and uphold service standards.

The role offers a hybrid setup with office presence in Makati and opportunities to grow through training and cross-functional collaboration.

Qualifications

• Experience in customer service or office-based roles.
• Ability to multi-task and manage competing priorities.
• Strong communication and interpersonal skills.
• Proficiency in MS Office and Outlook.
• Attention to detail and organizational skills.
• Ability to follow instructions and work well with others.

Responsibilities

• Process customer orders (phone/email) with customers to confirm requirements and coordinate with distribution teams for prompt fulfillment.
• Investigate and resolve customer inquiries, including returns, changes/cancellations, replacements, and correspondence via email/phone.
• Participate in one-to-one workplace training to ensure consistent service standards and cross-train in other sections for coverage.
• Maintain awareness of departmental processes and systems; provide feedback on system improvements.

Skills

Multi-tasking

Adaptability

Instruction following

Teamwork

Tools

SAP

Salesforce

Zendesk

Job description

Cambridge University Press & Assessment in Manila is hiring a Customer Service Representative to support US customers from a global academic publisher and assessment organization affiliated with the University of Cambridge. You will communicate clearly in written and verbal form to maintain strong customer relations and uphold service standards.

The role offers a hybrid setup with office presence in Makati and opportunities to grow through training and cross-functional collaboration.