Senior Customer Support Advisor

at  Cambridge University Press Assessment

ABOUT YOU

We are looking for a strong communicator with a passion for customer service. You will have:

• Excellent verbal and written communication skills.
• The ability to manage competing priorities and maintain high standards of service.
• A proactive, detail-oriented approach to problem-solving.
• Experience in a customer support or helpdesk environment.
• Experience in drafting clear, user-friendly documentation and training materials.

If you’re calm under pressure, have a keen eye for detail, and enjoy helping others succeed, we’d love to hear from you. Fluency in an additional language is a bonus but not required.

WHY JOIN US

Joining us is your opportunity to pursue potential. You will 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

As a Senior Customer Support Advisor, you will:

• Investigate and manage the most complex queries, ensuring effective prioritisation and resolution.
• Identify trends and recommend process improvements to enhance customer experience.
• Support junior staff by sharing expertise, managing knowledge bases, and leading training sessions for team members in Cambridge and Manila.
• Act as a subject matter expert, representing the customer support team in cross-departmental meetings.
• Ensure accurate documentation for systems, processes, and customer support operations.