About Busuu
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 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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