Salary:
- Competitive- Location:
- Mexico City- Country:
- Mexico- Business Unit:
- Operations- Vacancy Type:
- Permanent- Closing Date:
- 28 August 2025
**Meet the recruiter**:
Sham Burhm
**Salary**:Competitive
**Location**:Mexico City, Mexico (_minimum_ _3 days a week in the office_)
**C**ontract**:Permanent, Full time
**Are you**enthusiastic** about making a difference for learners around the world?**If you have strong customer service skills and problem-solving abilities, we would like to hear from you.
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 looking to hire a **Senior Customer Service Representative** for our Global Customer Services Organisation. In this role, you will manage orders, resolve queries, and support both customers and colleagues, particularly with our online courses and Cambridge Online Education team.
**About the role**
As a senior member of our global Customer Services team, you will take ownership of complex customer queries, ensuring timely and high-quality resolutions that meet procedural, regulatory, and audit standards. You will work closely with our Cambridge Online Education team to support our online courses and digital services.
You will be a vital voice of the customer, contributing to changes and developments in the customer experience.
Key responsibilities include:
- Managing and resolving high-priority or complex customer queries across a diverse global customer base.
- Supporting and mentoring junior team members, fostering a culture of continuous improvement.
- Collaborating with internal teams to streamline processes and improve service outcomes.
Contributing to service development initiatives by representing the voice of the customer.
**About you**
You should have proven customer service experience,



a solid grasp of business processes, and familiarity with customer service systems. You will bring strong problem-solving skills and customer focus and ideally, some experience with AI and automation. Proficiency in English (C1) is necessary for our global customer base.
Additional requirements:
- You must be efficient, initiative-taking, and able to deliver excellent service to both customers and colleagues worldwide.
- Excellent communication skills are essential, including the ability to interact at all technical and management levels, multitask, prioritise, and work independently or as part of a team. Staying approachable and calm under pressure is important.
- Coaching experience or aptitude, good presentation skills, and a proactive approach to continuous improvement are desirable.
**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, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
- _Law benefits_
- _Life assurance_
- _Medical Insurance_
- _Vales de despensa_
- _Fondo de ahorro_
- _Aguinaldo_
- _Prima vacacional_
We are a hybrid working organisation, and we offer a range of adaptable working options from day one. **We expect most hybrid-working colleagues to spend 60% of their time at their dedicated office or location**. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.
**Why join us**
- Joining us is your opportunity to pursue potential. You'll 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._
LI-SB1

📌 Senior Customer Service Representative (Ciudad de México)
🏢 Cambridge University Press & Assessment
📍 Ciudad de México