Senior Customer Service Representative - 6566

Cambridge University Press & Assessment; Cape Town; Hybrid; ZAR 50 000 - 200 000; Full time

Job summary

A leading academic publishing organization is seeking a Senior Customer Service Representative in Cape Town. This role involves managing complex customer queries, mentoring junior staff, and improving service outcomes. Strong customer service experience and proficiency in English (C1) are essential. The role offers a hybrid working arrangement and competitive benefits.

Benefits

28 days annual leave plus bank holidays

Private medical and Permanent Health Insurance

Discretionary annual bonus

Group personal pension scheme

Life assurance up to 4 x annual salary

Green travel schemes

Qualifications

• Proven customer service experience with a focus on resolving queries.
• Familiarity with customer service systems and business processes.
• Ability to multitask and manage multiple customer inquiries.

Responsibilities

• Manage orders and resolve high-priority customer queries.
• Support and mentor junior team members.
• Collaborate with internal teams for service improvements.
• Represent the voice of the customer in service development.

Skills

Customer service experience

Problem-solving skills

Strong communication skills

Proficiency in English (C1)

Job description

Job Title: Senior Customer Service Representative

Salary: Competitive

Location: Cape Town, South Africa / Hybrid (expectation of % of working hours spent in the office)

Contract: Permanent, Full time (37.5 hours per week)

Are you enthusiastic about making a difference for learners around the world? If you have strong customer service skills and problem‑solving abilities, we would like to hear from you. We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation and a proud part of the University of Cambridge. We are looking to hire a Senior Customer Service Representative for our Global Customer Services Organisation.

About The Role

As a senior member of our global Customer Services team, you will manage orders, resolve queries, and support both customers and colleagues, particularly with our online courses and Cambridge Online Education team. You will take ownership of complex customer queries, ensuring timely and high‑quality resolutions that meet procedural, regulatory, and audit standards. You will work closely with our Cambridge Online Education team to support our online courses and digital services. You will be a vital voice of the customer, contributing to changes and developments in the customer experience.

Key Responsibilities

• Managing and resolving high‑priority or complex customer queries across a diverse global customer base.
• Supporting and mentoring junior team members, fostering a culture of continuous improvement.
• Collaborating with internal teams to streamline processes and improve service outcomes.
• Contributing to service development initiatives by representing the voice of the customer.

Qualifications

You should have proven customer service experience, a solid grasp of business processes, and familiarity with customer service systems. You will bring strong problem‑solving skills and customer focus and ideally, some experience with AI and automation. Proficiency in English (C1) is necessary for our global customer base. You must be efficient, initiative‑taking, and able to deliver excellent service to both customers and colleagues worldwide. Excellent communication skills are essential, including the ability to interact at all technical and management levels, multitask, prioritise, and work independently or as part of a team. Staying approachable and calm under pressure is important. You will manage queries by email and phone, so strong writing and telephone skills are needed to resolve customer issues effectively. Coaching experience or aptitude, good presentation skills, and a proactive approach to continuous improvement are desirable.

Rewards And Benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world‑class, flexible rewards package, featuring family‑friendly and planet‑friendly benefits including:

• 28 days annual leave plus bank holidays
• Private medical and Permanent Health Insurance
• Discretionary annual bonus
• Group personal pension scheme
• Life assurance up to 4 x annual salary
• Green travel schemes

We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid‑working colleagues to spend 60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.

Application Process

Apply now. The closing date for submitting applications is November 5. We will review applications on an ongoing basis. If you are shortlisted for an interview, you can expect this to take place from the week commencing November 17 onwards. The interview will be held online via MS Teams, followed by a brief task to complete and submit after the interview.

Successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry. We are committed to an equitable recruitment process. All applications must be submitted via our official online application form. Please refrain from sending your CV directly to our recruiters.

Why Join Us

You’ll belong to a collaborative team that explores new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration. Preference will be given to suitable candidates who to the cultural and demographic diversity of the organisation. People from all backgrounds and communities are encouraged to apply.