Customer Services Advisor

Location:  Cambridge, GB
Category:  Administration and Customer Services

 

Job Title: Customer Services Advisor

Contract: Full-time, Permanent

Salary: £20,985 - £23,800

Location: Cambridge

 

What it’s about

Our Customer Services Team are passionate about giving a great service to all our customers and no two days are ever the same for Customer Services Advisors at Cambridge International. 

 

Our Customer Service Advisors support schools in over 160 Countries and offer a 24/6 support service.  The team are always looking at new and innovative ways to ensure a high quality service is provided to exams officers, teachers, parents and learners worldwide.  Our Customer Service Advisors work across a range of communication channels which include telephone, email and webchat and have an innovative approach to Customer Services.

If you are passionate about customer services, want to take a new and exciting step in your career and love working as part of a high performing team this could be the perfect role for you. 

 

What you’ll be doing

•Answering enquiries from parents and learners via email, telephone and webchat.

•Meeting agreed performance targets for both qualitative and quantitative objectives.

•Collaborating with colleagues at all levels across the organisation to ensure we are giving our customers a high quality service.

•Gaining specialist knowledge and assisting with training and supporting new colleagues.

•Carrying out general administration tasks.

•Work closely with our Manila team which will include acting as a support buddy to a member of our Manila team.

 

What we’re looking for

A great team player who enjoys collaborating and working with others with experience of working in a non-scripted customer service environment.  You will need to have a good deal of telephone experience and be calm and confident when dealing with customers.  You will have experience of working to tight deadlines and you will have a flexible approach.  The enquiries received are often complex and extremely varied which means you will need to be able to retain knowledge and be current on all our products and systems.  You will be confident to ask for support and advice from our senior advisors and Assistant Managers when required.

 

Qualifications

Good general Education to A level standard with GCSE’s grade C or above in Maths and English

 

Skills

High quality IT skills and experience of using CRM systems/databases

Ability to multi-task and prioritise your workload with great communication skills both written and verbal.

 

Experience

You will have experience of working in a non-scripted contact centre or customer services department.

You will have extensive telephone and email experience and have the ability to keep calm under pressure and work to tight deadlines.

 

Behaviours

You will be proactive, analytical, highly motivated and have a willingness to continually develop and learn new things.

 

The successful applicant will be required to work 36.5 hours per week on a rotational shift basis across the full range of opening hours which are 7.45am until 5.15pm Monday to Friday.  In addition during peak periods this will include paid overtime for some Bank Holiday/Weekend working.

 

Cambridge Assessment International Education prepares school students for life, helping them develop an informed curiosity and a lasting passion for learning. We are part of Cambridge Assessment, a department of the University of Cambridge. Our international qualifications are recognised by the world’s best universities and employers, giving students a wide range of options in their education and career. As a not-for-profit organisation, we devote our resources to delivering high-quality educational programmes that can unlock learners’ potential. 

 

This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.

 

Benefits


In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

 

  • Generous contributory pension
  • 28 days annual leave, plus bank holidays 
  • Annual performance related bonus and increases (discretionary) 
  • Enhanced maternity/paternity pay and childcare voucher scheme 
  • Childcare vouchers
  • Employee discount and cash back scheme at 2,500 retailers 
  • Cycle scheme 
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.

 

Work/life balance is important to us here at Cambridge Assessment, and we offer all our colleagues a range of flexible working options, which suit both the business and the employee. So please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 22/04/2018  and interviews will be held on 01/05/2018.

As a fair and equal employer, we want to make sure you have all the information you need about the job, so we always incorporate the job description into our ads. If you’re invited for interview, you’ll also receive that job description as a separate document.

In this spirit of transparency, if you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.


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