Senior Customer Service Representative

Salary:- Competitive- Location:- Mexico City- Country:- Mexico- Business Unit:- Operations- Vacancy Type:- Permanent- Closing Date:- 28 August ******Meet the recruiter**:Sham Burhm**Salary**:Competitive**Location**:Mexico City, Mexico (_minimum_ _3 days a week in the office_)**C**ontract**:Permanent, Full time**Are you**enthusiastic** about making a difference for learners around the world?**If you have strong customer service skills and problem-solving abilities, we would like to hear from you.We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.We are looking to hire a **Senior Customer Service Representative** for our Global Customer Services Organisation.In this role, you will manage orders, resolve queries, and support both customers and colleagues, particularly with our online courses and Cambridge Online Education team.**About the role**As a senior member of our global Customer Services team, you will take ownership of complex customer queries, ensuring timely and high-quality resolutions that meet procedural, regulatory, and audit standards.You will work closely with our Cambridge Online Education team to support our online courses and digital services.You will be a vital voice of the customer, contributing to changes and developments in the customer experience.Key responsibilities include:- Managing and resolving high-priority or complex customer queries across a diverse global customer base.- Supporting and mentoring junior team members, fostering a culture of continuous improvement.- Collaborating with internal teams to streamline processes and improve service outcomes.Contributing to service development initiatives by representing the voice of the customer.**About you**You should have proven customer service experience, a solid grasp of business processes, and familiarity with customer service systems.You will bring strong problem-solving skills and customer focus and ideally, some experience with AI and automation.Proficiency in English (C1) is necessary for our global customer base.Additional requirements:- You must be efficient, initiative-taking, and able to deliver excellent service to both customers and colleagues worldwide.- Excellent communication skills are essential, including the ability to interact at all technical and management levels, multitask, prioritise, and work independently or as part of a team.Staying approachable and calm under pressure is important.- Coaching experience or aptitude, good presentation skills, and a proactive approach to continuous improvement are desirable.**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:- _Law benefits_- _Life assurance_- _Medical Insurance_- _Vales de despensa_- _Fondo de ahorro_- _Aguinaldo_- _Prima vacacional_We are a hybrid working organisation, and we offer a range of flexible working options from day one.**We expect most hybrid-working colleagues to spend 60% of their time at their dedicated office or location**.We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.**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._LI-SB1