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 Service Advisor who will be part of the Cambridge CEM Customer Support team.  The role identifies, investigates, and resolves enquiries at first point of contact, delivering a high quality, consistent and accurate service for our customers.   Why Cambridge?   At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding.   We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one.   Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.   What can you get from Cambridge?   In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.   Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.     Your responsibilities as a Customer Service Advisor:   Working under the supervision of a Customer Service Lead, you will  

Always provide a high quality of service for email, and telephone enquiries and dealing with them effectively

Take responsibility for ensuring enquiries are dealt with and resolved within target times, keeping customers informed of progress

Maintain accurate computer-based records of all enquiries handled

Escalate any issues that might arise to the Shift Lead

Correctly identify enquiries that are formal complaints, expressions of dissatisfaction or compliments and ensuring these are recorded in line with policy and procedure

Meet the department SLAs and levels of customer satisfaction

Create and update common responses to customer queries

Undertake at least one specialist role within the team and maintaining an expert level of knowledge while providing training and support to colleagues

Proactively communicate with customers and staff

Set up new accounts, successfully onboarding new customers and maintaining customer data on various systems.

   

What makes you the ideal candidate for this role?    

Educated to degree level or with equivalent professional experience

Extensive customer service experience

Process management experience

IT literate (proficient in the use of MS Office particularly Word, Outlook & Excel)

Confidence with customer data

Accuracy and attention to detail

Ability to manage workload in pressured situations

Excellent communication skills – written and verbal