At a Glance
- Tasks: Assist customers with queries via email and live chat, ensuring high satisfaction.
- Company: Join Busuu, a leading EdTech company transforming language learning.
- Benefits: Enjoy free meals, health insurance, flexible hours, and a dedicated training budget.
- Other info: Be part of a diverse team that values your voice and ideas.
- Why this job: Make a real impact by helping users learn languages and improve their experience.
- Qualifications: Fluency in English and one other language; customer service experience required.
The predicted salary is between 30000 - 40000 £ per year.
About Busuu
Joining Busuu means being part of one of the top Ed Tech 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 an 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, the 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 listed languages, strong customer service skills, and the ability to upsell without being too pushy.
You know when to elevate a case to your manager, ask for support when needed, and highlight new trends and issues so that Busuu can improve its service in a timely manner.
Responsibilities
- Using Zendesk as the main platform, you will respond to a large volume of emails and live chat sessions from our users.
- Requests vary from technical bugs to content issues, cancellation and refund requests, app‑review responses, or guidance on app features and functions.
- Manage incoming queries in a timely manner.
- Resolve queries sent to our support team.
- Identify and assess customers’ needs to achieve satisfaction.
- Log new bugs for our Technical and Education team to fix.
- Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
- Process refunds and check payment statuses according to our refund policy.
- Escalate and share new issues with your peers and manager.
- Follow our guidelines, policies and procedures, while sharing ideas with your manager to continuously improve team processes.
- Share best practices with your peers.
Qualifications
- At least 1+ year of successful experience as a Customer Service Representative (or equivalent).
- Fluency in English and at least one of French, German, or Turkish.
- Good typing speed with a minimum of 35 wpm.
- Ability to work under pressure.
- Expertise in assisting customers using our app (mobile and web).
- Interest in digital services and new technologies.
- Excellent communication skills in the languages you offer.
- Willingness to go the extra mile to retain and delight customers.
- Excitement to help customers, show empathy and care.
- Advocacy for customers when necessary.
- Problem‑solving mindset.
- Initiative to investigate and obtain information needed to resolve complaints.
- Prior experience as a Customer Service Representative.
- Ability to identify opportunities to upsell to our Premium subscription.
- Capability to explain policies to customers during refund requests.
- Experience with Zendesk is ideal but not mandatory.
Benefits
- Free breakfast, snacks, and fresh fruit at our centrally located, well‑equipped offices.
- Two free lunches per week at our office from a wide selection of nearby restaurants.
- A private health insurance scheme.
- A dedicated training budget for continuous growth and career progression.
- Flexible working hours and a hybrid working model.
- Enhanced maternity and paternity leave, depending on location.
- Social activities such as team lunches, Thursday socials, quarterly team events, and company events.
- Hiring Process
- CV application review – we will review it quickly.
- Chat – quick chat with our team about your experience and the role.
- Interview with the Hiring Manager.
- At‑home case study to showcase your skills.
- Second interview to review the task and talk with other colleagues in the team.
Our platform is for everyone, and so is our workplace.
We pride ourselves on embracing our differences – cultural, racial, religious, or otherwise – so that each one of us comes to work knowing they 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.
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Customer Satisfaction Representative (6 Month FTC) in London employer: Busuu
Busuu is an exceptional employer that champions a vibrant and inclusive work culture, offering employees the chance to grow within one of the leading EdTech companies globally. With benefits like free meals, a dedicated training budget, and flexible working hours, we ensure our team members feel valued and supported in their professional journey. Join us in our centrally located offices, where your contributions directly impact our mission to empower people through languages.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Satisfaction Representative (6 Month FTC) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Busuu.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Busuu. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Satisfaction Representative (6 Month FTC) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Busuu.
How to prepare for a job interview at Busuu
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Busuu's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Busuu offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
