Customer Satisfaction Representative (6 Month FTC)

Job Description

About us

Joining Busuu means being part of one of the top EdTech companies in the world, a multiple award-winner recognised for its innovation and impact in language learning.

Busuu’s vision is to empower people through languages. We are the world’s largest online community for language learning, with 120+ million registered users. We make learning a language easy by combining AI-powered courses with feedback from our global community of native speakers and lesson content designed for real life.

Busuu is part of the global Chegg family. Chegg is the leading student-first connected learning platform and a NYSE listed company.

The role

We are looking for a motivated and talented Customer Service Representative to handle some of our customers’ queries, in English and French or German or Turkish.

You are responsible for responding to our users’ queries on email, making sure you hit the team’s SLAs and meet a high level of customer satisfaction.

You have demonstrable experience of providing excellent customer service, and a natural ability to put yourself in the customer’s shoes and sense what could make the difference for Busuu’s success and reputation.

You have excellent written communication in the languages mentioned above, strong customer service skills, and the ability to upsell without being too pushy.

You know when to escalate a case to your manager, asking for support when needed and highlighting new trends and issues, in order for Busuu to improve its service in a timely manner.

What does a Customer Service Representative do at Busuu

Using Zendesk as the main platform, you are responsible for responding to a large volume of emails and live chat sessions, coming from our users.

The type of requests varies, from technical bugs to content issues, cancellation and refund requests, responding to app reviews, or guiding our users through our app features and functions.

Your tasks will mostly consist in:

• Managing incoming queries in a timely manner.

• Resolving queries sent to our support team.

• Identifying and assessing customer’s needs to achieve satisfaction.

• Logging new bugs for our Technical and Education team to fix.

• Handling customer complaints, providing appropriate solutions and alternatives within the time limits, follow up to ensure resolution.

• Processing refunds, checking payment statuses, according to our refund policy.

• Escalating and sharing new issues with your peers and manager.

• Following our guidelines, policies and procedures, but being able to share ideas with your manager to always improve the team’s processes.

• Sharing best practices with your peers.
   

What we are looking for from a Customer Service Representative at Busuu

• You will have at least 1+ years of successful experience as a Customer Service Representative (or equivalent)

• Fluency in English and French or German or Turkish.

• You have a good typing speed with a minimum of 35 wpm

• You have the ability to work under pressure

• You are an expert in assisting customers using our app (mobile app and website)

• You are interested in digital services and new technologies

• You have excellent communication skills in the languages you offer

• You will go the extra mile to retain and delight customers

• You are excited to help customers, show empathy and that you care

• You can put yourself in customers’ shoes and be an advocate for them when necessary

• Problem-solving is in your nature

• You take the initiative to investigate if you don’t have enough information to resolve customer complaints

• You have a previous successful experience as a Customer Service Representative

• You can identify appropriate opportunities to upsell to our Premium subscription

• You are able to explain our policies to the customers when handling refund requests

• Previous experience in using Zendesk is ideal but not mandatory

At Busuu we want to ensure that you have access to some great benefits:

• Our centrally located offices are well-equipped with free breakfast and plenty of snacks and fresh fruit

• You get 2 free lunches per week at our office that you can choose out of a wide selection of restaurants in the area

• Busuu offers a great Private Health Insurance scheme

• There is a dedicated training budget to ensure our employees can continuously grow and progress in their careers

• We like to support our teams with their work-life balance so we offer flexible working hours and a hybrid model of working

• We offer enhanced maternity and paternity leave (depending on location)

• Staying connected as a team is very important to us, so we have lots of social activities for you to join such as team lunches, Thursday socials, quarterly team, and company events

What happens next​:

We aim to have a simple and speedy hiring process and we want to make sure that we are right for you as much as the other way around.

• CV application review - We will review it as quickly as possible

• Let’s chat - Quick chat with our team about your experience and the role

• Interview - With the Hiring Manager

• Case Study - At home case study to show off your skills

• Interview - Interview to review the task and speak with other colleagues in the team

Our platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they're cultural, racial, religious, or otherwise. This means each one of us comes to work knowing that we have a voice – and a safe, judgement-free zone to speak freely.

If you like the sound of that, join us. We'd love to hear what you have to say.