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Customer Satisfaction Representative
hace 2 semanas
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.
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 some of our customer's queries, in English and German.
You have demonstrable experience in 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.
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 the 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 be able to share ideas with your manager to always improve the team's processes
- Sharing best practices with your peers
At Busuu we want to ensure that you have access to some great benefits:
- Our centrally located offices are well-equipped with free breakfast, 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 personal training budget just for you, so you can learn more in your field 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
- 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
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.
- 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, judgementfree 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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