Customer Service Supervisor

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

We are looking for a Customer Service Supervisor to join the Michigan Language Assessment Team in the PH. Michigan Language Assessment is a joint venture between the University of Michigan and Cambridge University Press and Assessment, something you can learn more about at michiganassessment.org. As a member of our team, you will serve as a key support to the customer management team in ensuring that the highest level of customer support is provided to our different stakeholders.

Why Cambridge?

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding.

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one.

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

What can you get from Cambridge?

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.

Your Responsibilities as a Customer Service Supervisor

The Customer Service Supervisor is responsible for customer account management, stewardship of business partners and stakeholders, and the supervision of the Customer Service team. The position will lead the team in the activities required for optimal account management   of customer support requests through using our CRM and is responsible for the resolution of tickets in a timely and effective manner and in alignment with the organization's specifications and quality requirements.

The following responsibilities would also be part of the role:

• Supervise the development and maintenance of, and strengthen relationships with, new and existing clients, and promote existing products and services.
• Oversee the resolution of customer inquiries, through multiple communication methods to ensure optimal customer experience in resolution of customer inquiries about our product offerings and administrative systems and procedures.
• Supervise the Customer Service team. Lead on hiring committees, training, performance management, and support the activities of the Customer Service staff. Provide constructive feedback and coaching as necessary.
• Propose improvement initiatives to enhance customers' experience and adhere to best practices that guarantee organizational well-being and advancement through policies, procedures, and platform/tool implementation and integration.
• Monitor KPIs and metrics to ensure optimal performance in all areas related to Customer Service.
• Other contributions commensurate with level and experience as required (providing training, troubleshoot system issues with software/platforms in the CS area, developing content for external communications.)

What makes you the ideal candidate in this role?

The ideal candidate would be educated to Bachelor's or possess relevant experience in a similar role. You would have a high level of fluency in oral and written English communication and strong analytical, planning and organization skills. This role also values a keen attention to detail and experience in working on multiple large projects that require accuracy.

In addition, the following skills and competencies would be highly valued:

• Excellent use of MS Office and Google products
• High-level aptitude using computers and learning software
• Excellent use of CRM or Customer Service-related business software and applications
• Excellent understanding of business operations
• Some experience training and managing staff
• Significant experience working in a customer relations capacity
• Experience working with international clientele with a variety of social and language backgrounds
• Foundational knowledge of Microsoft Dynamics 365, Salesforce, or other CRM
• Some familiarity with Michigan Language Assessment's products and services
• Amenability to work following a 10AM-7PM shift, Manila time
• The salary range for this position is Php 30,000 – to Php 40,000 monthly.
• The successful candidate will be following a hybrid work setup and will be expected to report onsite twice a week.