Customer Service Assistant – Philippines

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Who We Are

The Michigan Language Assessment team is diverse, dynamic, and committed to building and strengthening a culture of inclusion, support, innovation, adaptability, quality, and trust. You’ll have the chance to collaborate with peers from more than a dozen countries as you help us grow domestically and globally. We believe in hard work and the importance of personal time. We believe good ideas can come from anyone in the organization. We believe that difficult projects and hard tasks can be accomplished in an atmosphere that’s collegial and supportive, because we’re all in this together. 

To find out more about Michigan Language Assessment, visit us at https://michiganassessment.org/about-us/.

Job Summary

The Customer Service Assistant – Philippines is responsible for providing stellar customer service to the organization’s stakeholders, supporting its portfolio of products, and providing general front-line support through an assortment of channels. This position should perform these activities in a timely, effective fashion and in alignment with the organization’s specifications and quality requirements.

Responsibilities*

• Provide support to customers through multiple communication methods including email and telephone, to ensure optimal customer experience in resolution of customer inquiries about our product offerings and administrative systems and procedures. Aim to meet or exceed the KPIs and metrics.
• Provide administrative support for a variety of platforms required in the customer service function to maintain data integrity across platforms and provide reports.
• Practice the activities required for optimal account management through using our CRM. Maintain relationships with new and existing clients and piloting centers, including anticipating the customer’s needs to ensure continued satisfaction with our product offerings and administrative systems, and promote existing products and services. Support execution of activities during new customer acquisition such as contracting onboarding and planning and delivery of training.
• Other contributions commensurate with level and experience as required (providing training, or operational support to both internal and external customers).

Required Qualifications*

• Associate’s degree or relevant work experience
• Fluent in English, Intermediate use of Spanish
• Working knowledge of MSOffice products
• High-level aptitude using computers and learning software
• Strong organizational skills
• Attention to detail, with an ability to manage competing demands
• Excellent oral and written communication skills
• Working knowledge of business operations
• The ability to work both independently and as a member of a team

Desired Qualifications*

• Associate’s degree in business field
• Working knowledge of a CRM
• Some familiarity of the organization’s products and services
• Familiar with University of Michigan policies and procedures

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Locations

Michigan Language Assessment is seeking candidates located in or around Manila, Philippines. Michigan Language Assessment supports a fully remote work from home schedule with occasionally scheduled in person activities.

Additional Information

Annual salary range $308,300 – $350,000 PHP (Philippine Pesos)

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.