Assistant Manager, Customer Services – 7265 Job at New Delhi, Delhi, India Full Time NEW

Assistant Manager, Customer Services (South Asia)

Department / Business Unit:

English

Location:

New Delhi/Chennai/Other Location as agreed

Reports to (job title):

Manager Customer Services (South Asia)

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 focused on meeting the needs of our learners, authors, and customers by bringing research, teaching, learning and assessment together.

Job Purpose

The role will be responsible to ensure that the distribution network for Cambridge English and the support we provide to a wide range of clients is of the highest quality to deliver the growth in candidature and revenue, along with effective centre support with data analysis and management for the region.

Being a key point of contact for partners (CEQ/MLT), providing support, guidance, training, and solutions to help them effectively implement Cambridge programs and assessments. This role provides operational support to a wide range of clients, ensuring that this is of the highest quality, delivering on agreed key KPIs.

Principal Accountabilities

• To support the distribution network in the region to ensure it can deliver the required increase in business. To support and monitor communications to the network
• To support set-up of new test centres, including pre-approval, authorisation and closure processes in line with regional business needs and overall Cambridge English policies and procedures
• Offer support to new Institutions aspiring to adopt the Cambridge program and onboard them as per Cambridge policy.
• Build and maintain strong relationships with partner institutions to understand their needs and challenges and share information to relevant Internal teams.
• Collaborate with cross-functional teams to address partner inquiries, resolve issues, and enhance the overall customer experience.
• Act as a liaison between the Internal stakeholders, ensuring effective communication.
• Monitor and track key activities and coordinate with Internal teams and drive them to closure.
• Offer support for logistics around key events and flagship programs.
• Provide timely and accurate reports on support activities, performance, and other agreed key metrics. Attend meetings and industry events to support, train and inform stakeholders.
• Key point of contact for relevant tools and software and ensure they are fully compliant and report from time to time to line manager, Heads and the relevant teams to support business.

Knowledge & Experience

• Bachelor’s degree preferably in Business.
• Work experience of 5+ years in a customer service and operations environment
• Experience of working at a mid-managerial level and customer service environment
• Proven experience in customer success, account management, and training experience.
• Exceptional problem-solving and analytical abilities, data skills with a keen attention to detail.
• Ability to do primary and secondary research.
• Excellent communication (preferably at a C1 level) and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders (both in the region and overseas).
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Usage of relevant data analysis tools.
• Knowledge of the education sector in India and familiarity with Cambridge programs is a plus.
• Ability to work independently, prioritize tasks, and meet deadlines.
• Willingness to travel as needed.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it’s safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it’s part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That’s why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role.