Bilingual Customer Satisfaction Representative

TN United Kingdom; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking EdTech company dedicated to empowering people through language learning. As a Customer Satisfaction Representative, you will play a crucial role in ensuring high customer satisfaction by addressing queries in English and either German, French, or Polish. This position offers a dynamic work environment with a flexible hybrid model, allowing you to balance your personal and professional life while being part of a global community. Enjoy a modern office atmosphere with perks like free meals and private health insurance, all while contributing to an innovative mission that impacts millions of learners worldwide.

Benefits

Free Breakfast

Snacks and Fruit

Two Free Lunches per Week

Private Health Insurance

Personal Training Budget

Flexible Hours

Enhanced Maternity and Paternity Leave

Team Social Activities

Qualifications

• Experience in assisting customers via app and web.
• Previous customer service experience is essential.

Responsibilities

• Respond to emails and live chat sessions using Zendesk.
• Handle various requests including technical issues and refunds.

Skills

Customer Service Experience

Communication Skills

Problem-Solving Skills

Upselling Skills

Language Skills (German, French, Polish)

Tools

Zendesk

Job description

Joining Busuu means being part of one of the top EdTech companies in the world, a multiple award-winner recognized 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.

Position scope

We are looking for a motivated and talented Customer Satisfaction Representative to handle customer queries in English and either German, French, or Polish.

You will respond to users’ queries via email, ensuring you meet SLAs and maintain high customer satisfaction.

You should have experience in customer service, excellent communication skills, and the ability to upsell appropriately.

You will escalate cases when necessary and contribute to service improvements.

Responsibilities

• Respond to emails and live chat sessions using Zendesk
• Handle various requests, including technical issues, content, cancellations, refunds, and app guidance
• Manage incoming queries promptly
• Resolve customer issues and identify their needs
• Log bugs for technical teams
• Handle complaints and process refunds
• Escalate issues and share feedback with the team
• Follow company policies and suggest process improvements

Candidate requirements

• Experience in assisting customers via app and web
• Availability to work Saturday to Wednesday (12pm - 9pm)
• Interest in digital services and technology
• Excellent language skills in German, French, or Polish
• Empathy, problem-solving skills, and initiative
• Previous customer service experience
• Ability to upsell to Premium subscriptions
• Zendesk experience is a plus

Benefits

• Modern office with free breakfast, snacks, and fruit
• Two free lunches per week
• Private health insurance
• Personal training budget
• Flexible hours and hybrid work model
• Enhanced maternity and paternity leave
• Team social activities

Next steps

Our hiring process includes CV review, a quick chat, interviews, and a case study. We aim to make the process simple and quick to find the right fit for both sides.