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Customer Service Advisor

Cambridge University Press & Assessment
Job LocationCambridge
EducationNot Mentioned
Salary20,900 - 24,800 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.The role of Customer Service Advisors (also known as Helpdesk Analysts) offers first-line customer support to Cambridge English exam centres, candidates and teachers based all over the world. For many customers, speaking to a Helpdesk Analyst is their firstexperience of the organisation, If youre enthusiastic, friendly, passionate about customer service and looking to work within a great team, this may be the job for you.This role is offered on an initial 12-month fixed term contract with hybrid working from day one.What you will doIn the role of Customer Service Advisor your will be responsible for providing world-class customer support to customers all over the world, some of the key responsibilities will include but are not limited to:

  • Responding to customer queries via email, phone, web-chat and social media
  • Answering a broad variety of queries about our exams, both for the candidates taking them and the exam centres running them, quickly and accurately
  • Investigating and interrogating in-house systems and archives to locate and update candidate details in order to process applications
  • Liaising with teams across the organisation and third party stakeholders to ensure requests are fulfilled, strictly adhering to fixed SLAs
  • Participating in continuous improvement projects to enable us to provide an outstanding level of customer service
  • Providing first-line technical support to customers using our websites and systems
About youYou will have excellent written and verbal communication skills, with a high-level of English. You will be confident using and guiding others in the use of web-based systems and software packages.Youll also need to be:
  • Empathetic and have a customer-focused approach in all of your work
  • Meticulous in your approach to fulfilling tasks
  • Able to manage a workload of varying tasks all of which have immovable SLAs
  • Creative in your approach to problems; able to find solutions to problems that we may never have encountered before
  • Able to cope under pressure. Like many customer-service roles, it can get really busy at times and youll need to make sure the level of service you offer remains excellent at all times
Experience working in a customer-service environment/helpdesk would be an advantage but finding someone with the right mind-set and skills is more important. The ability to speak and write a second (non-English) language would also be helpful but is notrequired.Our mission is to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. Which is why every year, we give vital support to millions of people in more than 170 countries around theworld. From teachers and learners to researchers and academics, we help to build confidence, unlock potential, and enable success. We give people the opportunity to show what theyve learnt, we spread knowledge, spark enquiry, and aid understanding.We achieve this by embracing change, and continuously focusing on our customers needs. And by collaborating, and carefully listening to our customers and to each other, we keep moving forward, keep innovating, and keep finding newer and better ways of doingthings.The key to our work is our colleagues, whose shared commitment enables us to have an ever-greater impact. We are a united, vibrant, and respectful global community of people, and we ensure that every individual is recognised, listened to, and cared for.And because our impact is amplified when our people are empowered, we give everyone the opportunity to develop in their own way. Whether you want a career thats linear, or want to follow your own path, well support you, and help give you the resources andtraining youll need to be bold and take ownership of what you do. Alongside providing a supportive and flexible working environment we alco offer a selection of fantastic employee benefits.We review applications on an ongoing basis, with a closing date for all applications being 2 May 2022 and interviews are scheduled to take place on w/c 9 May 2022.Please go to our website to apply and for more information.Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where its safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardlessof demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

Keyskills :
ApplicationsBusiness ProcessContinuous ImprovementCustomer QueriesTechnical Support

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