Customer Service Advisor - 4465

at  Cambridge University Press Assessment

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.

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