At a Glance
- Tasks: Assist customers with queries via email and live chat, ensuring satisfaction.
- Company: Join Busuu, a leading EdTech company transforming language learning.
- Benefits: Enjoy flexible hours, health insurance, free lunches, and a supportive team culture.
- Other info: Dynamic remote work environment with opportunities for growth and social activities.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Fluency in English and one other language; customer service experience preferred.
The predicted salary is between 30000 - 40000 £ per year.
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.
Customer Satisfaction Representative (6 Month FTC) in London employer: Chegg, Inc.
Busuu is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture enriched with flexible working hours and a hybrid model. With access to a dedicated training budget, employees can continuously develop their skills while enjoying benefits like private health insurance and social activities that foster team connection. Located remotely, Busuu empowers its staff to thrive in a dynamic EdTech environment, making it an ideal place for those seeking meaningful and rewarding employment.
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 Chegg, Inc..
✨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 Chegg, Inc.. 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 Chegg, Inc..
How to prepare for a job interview at Chegg, Inc.
✨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 Chegg, Inc.'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 Chegg, Inc. 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!
