Are you passionate about making a positive first impression and providing world‑class customer support to people all over the world? As a Customer Service Advisor (Helpdesk Analyst) you will serve Cambridge English exam centres, candidates and teachers worldwide.
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.
Responsibilities
- Answer a broad variety of queries about our exams, for both candidates taking them and exam centres running them, and participate in continuous improvement projects to enable outstanding customer service.
- Investigate and interrogate in‑house systems, provide first‑line technical support to customers using our websites, and liaise with teams across the organisation to ensure requests are fulfilled, strictly adhering to fixed SLAs.
Key Qualifications
- Excellent written and verbal communication skills with high English fluency.
- Meticulous approach to fulfilling tasks.
- Effective workload management with immovable SLAs.
- Proactive and creative problem‑solving skills, able to find solutions to new problems.
- Ability to cope under pressure and maintain excellent service during busy periods.
Desirable Criteria
- Experience in a customer‑service environment/helpdesk.
- Ability to speak and write a second (non‑English) language (helpful but not essential).
We are a Disability Confident (DC) employer committed to equality and inclusion. The DC scheme’s Offer of an Interview commitment applies to applicants who opt in, disclose a disability or a long‑term health condition, and meet the minimum criteria for the role.
Benefits
- 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× annual salary
- Green travel schemes
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