Key Account Executive

4 weeks ago

Santo Niño st, Philippines Cambridge University Press & Assessment (CUPA) Full time

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Key Account Executive

Cambridge University Press & Assessment (CUPA) View all jobs

We are looking for Customer Service personnel who can speak fluently in English and Japanese to join our Customer Services Team.

As a key member of our team, your goal will be to provide efficient and exceptional service to our global customers

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.

About the role

The purpose of the role is to provide a concierge-level of service for specified customers at a specific moment in their lifecycle.

As the main point of contact for Customer Services, you'll play a vital role in managing relationships, supporting global customers, and driving service excellence across teams.

Serve as the primary Customer Services contact for both external customers and internal teams

Manage relationships with key and high-value accounts or branches, ensuring customer needs are met while supporting sales growth

Process print and digital product orders from various communication channels, supporting a global customer base with a strong focus on Asia

Collaborate with cross-functional teams to resolve customer inquiries and concerns efficiently

Communicate fluently in both English and Japanese, and advocate for customer needs by sharing feedback to improve the service experience

Profile

You'll thrive in this role if you're a proactive and customer-focused individual who excels in delivering exceptional service across multiple communication channels.

Provide outstanding support via phone and email, with strong verbal and written communication skills in both English and Japanese to serve customers across Asia

Demonstrate key interpersonal qualities such as empathy, patience, a positive attitude, and accountability when handling customer interactions

Apply experience or familiarity with tools like SAP and Zendesk to streamline service delivery and resolve issues efficiently

Navigate complaints and challenges with effective conflict resolution skills, turning negative experiences into positive outcomes

Collaborate with team members, share knowledge, and take pride in delivering high-quality service that consistently exceeds expectations

We offer

Location: Singapore, Singapore/Hybrid working (at least 2x a week onsite)

Contract: Normal expected hours of work - 40 hours per week, Monday to Friday, 9 am to 6 pm

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 package featuring family-friendly and planet-friendly benefits, including:

20 days of annual leave plus public holidays

Outpatient medical benefit and Group Health Insurance

Discretionary annual bonus

Central Provident Fund contributions

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