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
When you work for Michigan Language Assessment, you join one of the oldest and most respected language-testing organizations in the world. Michigan Language Assessment is committed to delivering outstanding and reliable English language assessments based on 70+ years of assessment expertise. You also become part of two leading, world-renowned universities the University of Michigan, one of the best universities to work for in the country, and Cambridge Assessment English, which is part of the University of Cambridge and has over 100 years of experience assessing English language proficiency.
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 Team Lead is responsible for providing day-to-day guidance, support, and coordination for the customer service team to ensure customer support requests are handled in a timely, effective, and consistent manner. This position assists in applying organizational policies and procedures, supports the resolution of complex or escalated customer issues, and helps promote quality service delivery aligned with organizational standards while service as a regular member of the customer service team.
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.
- Provide guidance to the representatives that support the customer service functions by leading in making recommendations for resolving complex issues and providing general technical support. Supports training and onboarding for new team members. Identify opportunities to clarify procedures, improve workflows, and elevate complex account or compliance-related issues to the Supervisor or Manager as appropriate.
- Provide input to enhance customers' experience and adhere to best practices that guarantee organizational well-being and advancement through policies, procedures, platform/tool implementation, and integration.
- Provide administrative support for a variety of platforms required in the customer service function to maintain data integrity across platforms and provide reports.
- Aim to meet or exceed the KPIs and metrics.
- Other contributions commensurate with level and experience as required.
Required Qualifications*
- Bachelor's degree in administration
- Excellent use of MS Office and Google Suite
- High-level aptitude using computers and learning software
- Excellent oral and written communication skills
- Attention to detail, with an ability to manage competing demands
- Ability to work both independently and as a member of a team
- An understanding of business operations
- Some experience in coaching/ mentoring staff
- Experience in working in a customer relations capacity
- Experience working with international clientele with a variety of social and language backgrounds
Desired Qualifications*
- Foundational knowledge of Microsoft Dynamics 365, Salesforce, or other CRM
- Familiarity with our products and services
- Familiarity with our policies and procedures
- 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 367,000 PHP - 450,000 PHP (Philippine Pesos).
This position will be hired through Cambridge University Press and Assessment but work for the organization Michigan Language Assessment.
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.