ABOUT YOU

You’ll thrive in this role if you’re a proactive and customer-focused individual who excels in delivering exceptional service across multiple communication channels.

• Provide outstanding support via phone and email, with strong verbal and written communication skills in both English and Japanese to serve customers across Asia
• Demonstrate key interpersonal qualities such as empathy, patience, a positive attitude, and accountability when handling customer interactions
• Apply experience or familiarity with tools like SAP and Zendesk to streamline service delivery and resolve issues efficiently
• Navigate complaints and challenges with effective conflict resolution skills, turning negative experiences into positive outcomes
• Collaborate with team members, share knowledge, and take pride in delivering high-quality service that consistently exceeds expectations

If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.

WHY JOIN US

Joining us is your opportunity to pursue potential. You’ll belong to a collaborative team that’s exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
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, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities

ABOUT THE ROLE

The purpose off the role is to provide a concierge level of service for specified customers at a specific moment in their lifecycle.

As the main point of contact for Customer Services, you’ll play a vital role in managing relationships, supporting global customers, and driving service excellence across teams.

• Serve as the primary Customer Services contact for both external customers and internal teams
• Manage relationships with key and high-value accounts or branches, ensuring customer needs are met while supporting sales growth
• Process print and digital product orders from various communication channels, supporting a global customer base with a strong focus in Asia
• Collaborate with cross-functional teams to resolve customer inquiries and concerns efficiently
• Communicate fluently in both English and Japanese, and advocate for customer needs by sharing feedback to improve service experience

You’ll thrive in this role if you’re a proactive and customer-focused individual who excels in delivering exceptional service across multiple communication channels.

• Provide outstanding support via phone and email, with strong verbal and written communication skills in both English and Japanese to serve customers across Asia
• Demonstrate key interpersonal qualities such as empathy, patience, a positive attitude, and accountability when handling customer interactions
• Apply experience or familiarity with tools like SAP and Zendesk to streamline service delivery and resolve issues efficiently
• Navigate complaints and challenges with effective conflict resolution skills, turning negative experiences into positive outcomes
• Collaborate with team members, share knowledge, and take pride in delivering high-quality service that consistently exceeds expectation