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Cengage is one of Australia’s leading publishers and providers of learning solutions for the school and higher education markets in Australia and New Zealand. We publish a range of education resources written by Australian and New Zealand authors who are specialists in their field, as well as distributing international product for the school, higher education and library reference markets.


At Cengage we make a difference to education through our creativity and engagement. We employ the best people to deliver inspiring, innovative and sustainable education solutions for our customers. 

Our vision is to lead the transition from print to value-added digital and custom solutions. We develop a deep understanding of our customers’ needs, capitalizing on synergies across our businesses and delivering innovative products and services that cannot be matched by our competitors. We aim to be the company that our customers think of first, that current and prospective employees see as a rewarding place to work, and that investors are happy to own.

Positions Available

Customer Service Agent – Front Office (First Tier) - VIC

We are seeking to appoint an enthusiastic Customer Service Agent based in our Melbourne head office Customer Service team.

This permanent full time position is a unique customer service role that is ideal for an individual who has outstanding customer service skills and is keen to develop and enhance these skills within Cengage’s Operations Team.
This is an exciting opportunity for someone with strong customer service values to utilise their experience to provide phone and e-mail-based customer service. The successful applicant will be technically savvy, enjoy liaising with customers and have a friendly but confident manner.

• Provide “one-stop” assistance to customers
• Provide optimum level of support to all customers
• Troubleshoot and resolve print and digital product queries
• Provide first-tier digital support
• Navigate various programs / platforms to resolve issues

Skills / Attributes:
• Excellent communication skills – verbal and written
• Experience in a similar environment
• Excellent telephone manner
• Strong customer service skills and values
• Attention to detail
• Excellent organisational skills
• The ability to work independently and as part of the team
• Analytical thinking to effectively troubleshoot computer-related problems
• Ability to guide customers through various company websites
• Ability to assist customers in technical issues and concerns
• Working knowledge of major browsers

The position operates on a 37.5-hour week rostered between the hours of 7.00am to 5.00pm, Monday to Friday, when the customer service department is operational. A Police Check is required for this position.

Closing Date: Friday 27th April 2018

Download Job Description

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