jobapplication notif

Helpdesk Analyst (1330)

Cambridge University Press & Assessment | Manila

Makati City, Metro Manila

Hiring until March 13

Refer & Earn

Up to PHP 8,000

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.

We are recruiting for a Helpdesk Analyst who will be joining our Cambridge English Customer Support team.  This team is responsible for logging, tracking and providing first-line world-class support for queries, technical and non-technical, arriving into Cambridge English from its global customer base.

Why should you join Cambridge?

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 the world. 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 they've 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 doing things.

When you join Cambridge, you get the best possible combination of a supportive, caring environment, balanced with work that brings out the best in you. You will have access to learning and development opportunities, and business tools essential for your role so that you can perform at your peak.

What can we offer you?

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 that's linear, or want to follow your own path, we'll support you, and help give you the resources and training you'll need to be bold and take ownership of what you do.

As a Helpdesk Analyst, you'll be part of an enthusiastic and friendly team in a supportive environment. Full training in-house of our systems and support procedures will be provided.

On top of these, working with Cambridge will also give you stability. We show our care for our people by allowing them to grow not just professionally but also personally. We promote work-life balance through flexible work schedules, hybrid work arrangements, and generous paid leaves. In addition, you will be entitled to our health care benefits, group life insurance, and robust wellbeing programs right on the first day of joining us.

What will you do in this role?

Reporting to the Helpdesk Shift Lead, your day-to-day responsibilities will include:

  • Providing effective and efficient customer service for all enquiries arriving into the Helpdesk via telephone, email, web-chat and websites. This includes first-line troubleshooting for customer-facing IT systems and websites.
  • Ensuring that all queries and support calls are logged, tracked and customers are kept informed as to progress and resolution.
  • Identifying complaints and potential complaints received by Cambridge English, and ensuring that they are correctly recorded and brought to the attention of the appropriate complaint owner.

What makes you the ideal candidate for this position?

Educated to a degree level in a relevant subject, or have experience in a customer support role, ideally within a Customer Service or Service Desk environment.

Desirable:

  • A customer service qualification
  • Recognised English language qualification at approximately level C1 or higher on the Common European Framework
  • Experience of using CRM/call logging software

What does our organisation stand for?

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That's why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role.

 

Know more about us through our social media profiles

Cambridge University Press & Assessment | Facebook

Cambridge University Press & Assessment | Instagram

Manila Facebook Page

Manila Instagram Page

Qualifications

Educational Attainment

College Graduate

Min. Work Experience

1 year

Qualification Summary

What makes you the ideal candidate for this position?

Educated to a degree level in a relevant subject, or have experience in a customer support role, ideally within a Customer Service or Service Desk environment.

Desirable:

  • A customer service qualification
  • Recognised English language qualification at approximately level C1 or higher on the Common European Framework
  • Experience of using CRM/call logging software

Job Details

Employment Type

Full-Time

Position Level

Professional

Work Schedule

Flexible

Job Category

Computer & IT

Vacancy

1

cambridge-university-press-&-assessment---manilaphotos-1

About Cambridge University Press & Assessment | Manila

We help millions of people worldwide to open opportunities and unlock their potential.   We are a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge. We’re driven by a simple mission – to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. And that’s why every year we give millions of people the support they need to unlock their potential.   From teachers and learners to researchers and academics, we help to build confidence...