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StipendioJob Title: Account Support & Customer Service Coordinator
Salary: £24,300 - £30,600
Location: Cambridge; UK
Contract: Full-time, Temporary (Maternity Cover until September 2024)
We are looking for an Account Support & Customer Services Coordinator to join an international team and enable the development of our operations in Central and Eastern Europe.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
About the role
You will be providing prompt and effective support to the channel partner network and playing an active role in the deployment of our customer-focused strategy, leading to greater customer satisfaction, loyalty and new clients.
You will be Supporting learners, schools and candidates by answering queries through Zendesk. You will be creating, adapting and using answer templates (macros) as required. Escalating tickets to senior Helpdesk analyst and managers when needed.
- Supporting our delivery partners in dealing with complaints, appeals and results enquiries.
- Supporting the commercial teams with administrative task when needed.
- Supporting our channel partners in the end-to-end delivery of exams and tests
About you
You will have a genuine commitment to facilitate the customer journey, with the ability to effectively manage difficult situations in a calm manner and to manager customer expectations professionally.
You will maintain excellent time management skills; be able to prioritise workload efficiently and work to deadlines whilst having exceptional attention to detail.
Knowledge and understanding:
- Proficiency in English at C1 level
- Experience of working in a global organisation
- Experience of engaging with customers directly
- Desirable: knowledge of the educational sector and/or exam delivery
- Desirable: proficiency in one of the regional languages
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:
- Group personal pension scheme
- Discretionary annual bonus
- Life assurance up to 4 x annual salary
- Private medical and Permanent Health Insurance
- Green travel schemes
- 28 days annual leave plus bank holidays
We also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work 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 all applications being Sunday 14th January 2024 and interviews are scheduled to take place the week commencing 22nd January 2024..
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 issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/or salary 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 everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.
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.
