Senior Customer Support Advisor

**Salary**:

- Competitive

**Location**:

- Mexico City

**Country**:

- Mexico

**Business Unit**:

- Operations

**Vacancy Type**:

- Permanent

**Closing Date**:

- 10 June 2025

**Meet the recruiter**:

- Sham Burhm

**Salary**: Competitive

**Location**: Mexico City, Hybrid (_minimum 3 days per week in the office)_

**Contract**: Permanent, Full-time

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Our mission is to unlock the potential of millions of learners worldwide—and you can be part of that journey.

Join us as a **Senior Customer Support Advisor,**where you'll be responsible for resolving advanced technical and administrative queries, ensuring seamless service for our global customers. As part of a world-class team, you will play a crucial role in supporting exam centres, schools, and learners worldwide.

**About The Role**

We are looking for a proactive and experienced **Senior Customer Support Advisor** to join our growing team in Mexico. In this role, you will:

- Investigate and resolve complex and high-priority customer queries.
- Monitor and prioritise support queues to ensure timely and effective service.
- Identify trends and recommend improvements to enhance the customer experience.
- Deliver tailored assistance to VIP clients, ensuring their needs are met with professionalism and urgency.

This is a fantastic opportunity for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering excellent service.

**About You**

You are a confident communicator and problem-solver with a strong customer focus. You bring:

- Excellent communication skills in both Spanish (native or near-native) and English (minimum B2 level, C1 preferred).
- Experience in a customer support or helpdesk environment.
- Strong organisational skills and the ability to manage competing priorities.
- A detail-oriented and analytical approach to resolving issues and improving processes.
- The ability to stay composed and work effectively in high-pressure situations.

A university degree is desirable, though equivalent experience in a similar role is also welcome.

**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 benefits including:

- Life Assurance
- Medical Insurance
- Grocery Vouchers
- Savings Fund
- Year-End Bonus
- Vacation Premium

We are a hybrid working organization, offering a range of flexible work options from day one. Most hybrid-working colleagues are expected to spend at least three days per week in our dedicated office. However, we are open to considering other arrangements for those who require more flexibility or adjustments due to a disability.

**Ready to pursue your potential?**

**What to Expect**:

- **Application Review**: Applications will be continuously reviewed until the closing date.
- **Selection (Weeks commencing June 23 and June 30).**

If you are a service-driven, detail-oriented professional looking to make an impact in a global organisation, we'd love to hear from you

**Why Join Us**
- Joining us is your opportunity to pursue potential. You will 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._