Employment type: Permanent
Location: Makati City, Metro Manila
Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.
Work schedule: 4:00 PM - 12:00 MN PH time.
Pay range: Php 32,000 to Php 43,000
Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.
We are looking for a Customer Resolution Specialist who will be part of the Customer Resolution Team supporting the Customer Support Department of our Assessment and Customer Support Division. This is a key role that will deal with high stakes, high paced tasks that revolve around the efficient management of customer and business information, and improving the customer journey and experience.
What will you do as a Customer Resolution Specialist?
As a Customer Resolution Specialist, you will be in a unique position to deal with stakeholders across the business, championing continuous improvement and working to promote positive change across all areas of the organisation through collaboration, creativity, and expertise. You will deal with large volumes of information and will be responsible for using information from various mediums to respond to customer concerns and provide resolution.
This role will be trained and expected to handle a broad range of queries spanning: Complaints, Escalations, Freedom of Information (FOI) Requests, Data Subject Access Requests (DSAR), Risk Management and corresponding activities related to enhancing management information reporting.
What makes you the ideal candidate for this role?
The ideal candidate for this role is someone who has proven experience with providing customer service and complaints and escalations processes. The role requires constant communication with stakeholders of various levels, so excellent written and speaking communication skills are critical to the role. Eagerness to learn, and a high level of adaptability is also highly desirable.
* An ability to work effectively under pressure and excellent organisational, prioritising and planning skills
* Experience of working with multiple and complex processes and systems and confidence with customer data
* Identifying and implementing process improvements
* Experience of writing and drafting complaint and complex responses
* Experience working with international customers and large stakeholders
If you are passionate about the role and aspire to join a globally renowned institution that values innovation, embraces inclusion, and empowers learners, we encourage you to explore your potential with us.
Deadline: Application submission is on March 3rd, 2025, but may close early if we receive sufficient applications. Therefore, if you are interested, please submit your application as early as possible. While not essential, it is very advantageous if you submit a Cover Letter alongside your CV.
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