Customer Satisfaction Representative (EdTech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Customer Satisfaction Representative (EdTech): Managing user queries and support tickets for a global language learning community with an accent on customer satisfaction (CSAT) and SLA adherence. Focus on resolving technical issues, processing financial requests, and driving user retention through empathetic communication.
Location: Remote (Must be based in Spain)
Company
is a leading EdTech company and part of the global Chegg family, providing AI-powered language learning to over 120 million users worldwide.
What you will do
- Respond to high volumes of user queries via email and live chat using Zendesk.
- Resolve a wide range of requests, from technical bugs and content issues to cancellation and refund requests.
- Identify, assess, and log new bugs for the Technical and Education teams to resolve.
- Handle customer complaints, providing appropriate solutions and alternatives within set time limits.
- Analyze customer needs to ensure satisfaction and identify opportunities for Premium subscription upsells.
- Collaborate with peers and management to share best practices and improve team processes.
Requirements
- Must be based in Spain.
- 1+ years of successful experience as a Customer Service Representative or equivalent.
- Fluency in English AND one of the following: French, German, or Turkish.
- Typing speed of at least 35 wpm.
- Experience assisting customers via mobile apps and websites.
- Ability to work under pressure and maintain high empathy and patience.
Nice to have
- Previous experience using Zendesk.
Culture & Benefits
- Hybrid work model with flexible working hours.
- Private Health Insurance scheme.
- Dedicated training budget for continuous career growth and progression.
- Enhanced maternity and paternity leave.
- Office perks including free breakfast, snacks, and two free lunches per week.
- Active team culture with regular social activities, quarterly events, and team lunches.
Hiring process
- CV application review.
- Introductory chat with the team.
- Interview with the Hiring Manager.
- At-home case study to demonstrate skills.
- Final interview to review the task and meet colleagues.
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