Customer Services Advisor

Customer Services Advisor

Permanent
Salary: circa £20,900
Location: Cambridge

What it's about
Cambridge continues to experience unprecedented growth due to the success of our IGCSE and Pre-U qualifications therefore we invite applications for the position of Customer Service Advisors. The successful candidates will join a team who are passionate about giving all our global customers an outstanding level of service, are innovative and constantly looking at how we can improve our service.
The Customer Service Team is the first point of contact for our customers and no two enquiries are ever the same. This means the Customer Service Advisors knowledge base is extensive and varied.

What you'll be doing
The role will involve:
• Giving a first class tailored service to our customers using multiple communications channels which include, email, telephone, webchat and social media.
• 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 and we act as the voice of our customers.
• Gaining specialist knowledge and assisting with training and supporting new colleagues.
• Participating in the development and implementation of new customer services initiatives.
 
What we're looking for
We are looking for highly motivated applicants who are looking for a new and exciting challenge working in a high performing team.
We are looking for team players with experience of working in a non-scripted office based customer service environment. They must be flexible and able to work to tight deadlines under pressure. The enquiries received are often complex and extremely varied which means that advisors must be able to retain knowledge and be current on all our products and systems. Applicants must be proactive, analytical, highly motivated and engaged.

Previous experience of organising high volumes of work and managing numerous and complex enquiries is required, this role will require detailed investigative and problem solving skills.

You should be an excellent communicator both written and verbal, be methodical, accurate and have an eye for detail. You will have excellent IT skills together with experience and a working knowledge of using databases and/or CRM systems. Applicants should have a good general education to at least A Level standard (or equivalent).

Who we are
Cambridge International Examinations 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
• 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
• Employee discount and cash back scheme at 1,200 retailers
• Cycle scheme
• Subsidised canteens
• Support for professional qualifications

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, 7.45am until 5.15pm Monday to Friday. In addition, during peak periods this will include paid overtime for some Bank Holiday/Weekend working.

The closing date for applications is the 3rd of July and interviews will be held on the 11th and 12th of July 2017.
Apply online now and respond to the essential questions, upload your covering letter and CV by clicking apply

As part of your recruitment process you will be required to undergo a background screening. This will be carried out by our selected supplier, Credence Background Screening Limited.

Cambridge Assessment is an equal opportunities employer