June 16, 2021

Job Opening: Helpdesk Analyst

Helpdesk Analyst
Cambridge University Press – Manila
Makati City, Metro Manila
Hiring until July 28

Job Location: 16F Frabelle Corporate Plaza, 129 Tordesillas Street, Bel-Air, Makati City, Metro Manila

Employment Type: Full-Time
Position Level: Professional
Work Schedule: Flexible
Job Category: BPO & Customer Service
Vacancy: 1

Apply Today

Job Description

Job Overview

To log, track and provide first-line support for queries, technical and non-technical, arriving into Cambridge Assessment English from its global customer base. To engage with customers in a friendly and customer-focused manner whilst providing a world-class level of service.

Principal Duties
Provide effective and efficient customer service for all enquiries arriving into the Helpdesk, via telephone, email, web-chat and websites including:
First-line troubleshooting for customer facing IT systems and websites.
Ensure that all queries and support calls are logged, tracked and customers are kept informed as to progress and resolution.
Identify complaints and potential complaints received by Cambridge Assessment English, and ensure that they are correctly recorded and brought to the attention of the appropriate complaint owner.

Qualifications

Educational Attainment: College Graduate
Min. Work Experience: 1 year

Qualification Summary

Knowledge and Experience
Educated to a degree level in a relevant subject, or have equivalent experience in a customer support role, ideally within a Helpdesk or Service Desk environment.

Desirable:
A customer service qualification
Recognized English language qualification at approximately level C1 or higher on the Common European Framework

Apply Today

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