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Customer Resolution Specialist

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Research & Development
  • Manila
  • 15d left

AI generated summary

  • You should have proven customer service experience, excellent communication skills, adaptability, strong organizational skills, process improvement expertise, and experience with international customers.
  • You will address customer concerns, manage complaints and escalations, process FOI and DSAR requests, and enhance management reporting through collaboration and continuous improvement.

Requirements

  • Proven experience with providing customer service and complaints and escalations processes
  • Excellent written and speaking communication skills
  • Eagerness to learn and a high level of adaptability
  • An ability to work effectively under pressure and excellent organisational, prioritising and planning skills
  • Experience of working with multiple and complex processes and systems and confidence with customer data
  • Identifying and implementing process improvements
  • Experience of writing and drafting complaint and complex responses
  • Experience working with international customers and large stakeholders

Responsibilities

  • As a Customer Resolution Specialist, you will be in a unique position to deal with stakeholders across the business, championing continuous improvement and working to promote positive change across all areas of the organisation through, collaboration, creativity and expertise.
  • You will deal with large volumes of information and will be responsible for using information from various medium to respond to customer concerns and provide resolution.
  • This role will be trained and expected to handle a broad range of queries spanning: Complaints, Escalations, Freedom of Information (FOI) Requests, Data Subject Access Requests (DSAR), Risk Management and corresponding activities related to enhancing management information reporting and improving the.

FAQs

What is the salary range for the Customer Resolution Specialist position?

The salary range for this position is Php 32,000 to Php 43,000.

Where is the job location?

The job is located in Makati City, Metro Manila, Philippines.

What type of employment is being offered?

This is a permanent employment position.

What is the work schedule for this role?

The work schedule is from 4:00 PM to 12:00 MN Philippine time.

Is prior experience in customer support required for this role?

Yes, proven experience in providing customer service and handling complaints and escalations processes is required.

Are there opportunities for professional development?

Yes, the company provides internal and external training sessions to support skill enrichment and professional growth.

What is the hybrid work policy?

The company encourages applicants who are open to working in the office two days a week as part of the hybrid work environment.

Who can I contact for more information about the job?

You can contact Hannah Heradura at hannah.heradura@cambridge.org.

What benefits are offered to employees?

Employees have access to comprehensive healthcare benefits, group life insurance, flexible schedules, hybrid work arrangements, and generous paid leave.

When is the application deadline?

The application deadline is on March 3rd, 2025, but it may close early if sufficient applications are received.

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Education
Industry
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Employees
1534
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Mission & Purpose

We are a world-leading academic publisher and assessment organisation, and part of the University of Cambridge. We’re driven by a simple mission – to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. Our team is one connected, global community, pursuing potential and moving forward, together. We will keep exploring, collaborating, and innovating to find bold new ways to spread knowledge, spark enquiry, and aid understanding.