Customer Service Representative - 4585

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Job Title: Customer Service Representative

Salary: £22,200 - £26,400

Location: Cambridge, Hybrid

Contract: Permanent, Full Time, 35 Hrs Per Week

Ready to take on a role where every interaction counts? Join us as a Customer Service Representative, where you can be the driving force behind our commitment to excellence in Customer Service. Your contributions will be key as you provide an efficient and high-quality service to global customers ordering our print and digital products.

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. This role has become available due to an internal move and represents a great opportunity to embark on a fulfilling career journey with us.

About the role

You will be responsible for accepting orders and investigating queries across hundreds of customers which can range from individuals students to large distributors, societies, members or agents.

The scope covers all print and digital product globally and/or regionally across all business streams, Academic, Education and English Language Training (ELT).

The Role

In this exciting and varied role, you will own, investigate, and resolve customer queries within agreed timescales, whilst maintaining the highest standard of procedural, auditor and regulatory requirements.

You will be a vital voice of the customer, contributing to changes and developments in the customer experience.

• You will be responsible for accepting orders and investigating queries across hundreds of customers which range from individual students to large distributors, societies, members or agents. There is a wide range of product and system complexities, so you will be devoted to supporting our customers and internal contacts.

About you

• You will be efficient and self-motivated, and able to provide excellent service to our customers and internal contacts globally.
• We receive queries from customers via email and telephone, therefore you will be competent in writing email responses as well as having an excellent telephone manner, ensuring that our customers queries are understood and resolved.
• Part of this role entails producing reports therefore an interest in and aptitude for reporting/data would be advantageous, along with the ability to use all MS Office packages including spreadsheet functions.
• You will be experienced in dealing with customers at all levels, remaining approachable in a pressured environment. The ability to speak any European languages would also be beneficial.

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.

Rewards and benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:

• 28 days annual leave plus bank holidays
• Private medical and Permanent Health Insurance
• Discretionary annual bonus
• Group personal pension scheme
• Life assurance up to 4 x annual salary
• Green travel schemes

We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.

Ready to pursue your potential? Apply now.

We review applications on an ongoing basis. With a closing date for applications being Wednesday 8th May 2024, however we may conduct interviews as and when candidates apply. We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

Please note, Cambridge University Press & Assessment is unable to sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill requirements.

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.