Key Account Executive

4 days ago

Central Region, Singapore Cambridge University Press & Assessment (CUPA) Full time $104,000 - $130,878 per year

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

Salary: Competitive

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
  • Hybrid working organisation

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