Chegg Inc.
Customer Satisfaction Representative (6 Month FTC)
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Job Description
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.
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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
- At least 1+ years of successful experience as a Customer Service Representative (or equivalent)
- Fluency in English and French or German or Turkish
- Good typing speed with a minimum of 35 wpm
- Ability to work under pressure
- Expert in assisting customers using our app (mobile app and website)
- 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
- Enthusiasm to help customers, show empathy, and care
- Ability to put yourself in customers’ shoes and be an advocate for them when necessary
- Natural problem-solver
- Initiative to investigate if you don’t have enough information to resolve customer complaints
- Previous successful experience as a Customer Service Representative
- Ability to identify appropriate opportunities to upsell to our Premium subscription
- Ability to explain our policies to the customers when handling refund requests
- Previous experience in using Zendesk is ideal but not mandatory
Benefits
- Centrally located offices with free breakfast and plenty of snacks and fresh fruit
- 2 free lunches per week at our office with a wide selection of restaurants
- Great Private Health Insurance scheme
- Dedicated training budget for continuous growth and progress
- Flexible working hours and a hybrid model of working
- Enhanced maternity and paternity leave (depending on location)
- Lots of social activities for team connection, such as team lunches, Thursday socials, quarterly team, and company events
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What happens next
- 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.
What is Chegg?
An ‘always on’ digital learning platform. Chegg puts students first… Everything we build in this company is student-focused, making us the leading student-first connected learning platform. Chegg strives to improve the overall return on investment in education by helping students learn more in less time and at a lower cost. This is achieved by providing students a multitude of educational tools from affordable textbook rentals to Chegg Study which supplements their learning through 24/7 tutor access, step-by-step help with questions, and more. Chegg is a publicly-held company based in Santa Clara, California and trades on the NYSE under the symbol CHGG.
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