Customer Support Representative (English)

📍 Job Overview

• Job Title: Customer Support Representative (English)
• Company: Boku
• Location: London, London, City of, United Kingdom
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-06-17
• Experience Level: Entry-level to Mid-level (0-2 years)
• Remote Status: On-site (BST hours, Mon-Fri 9am-5pm BST)

🚀 Role Summary

• Key Responsibilities: Handle customer inquiries via phone, chat, and email, troubleshoot basic issues, process refunds and disputes, maintain knowledge base articles, collaborate with teams, and ensure customer satisfaction.
• Key Skills: Fluency in English, customer-centric communication, problem-solving, attention to detail, collaboration, adaptability, organizational skills, tech savvy, and regulatory awareness.
• Company Context: Boku is a global leader in local mobile-first payments solutions, processing over $10 billion in value annually for global brands. This role is critical in maintaining positive customer relationships and ensuring queries are addressed promptly.

📝 Enhancement Note: This role offers an excellent opportunity for individuals seeking to build a career in customer support within the payments industry, with a focus on technical and analytical skills.

💻 Primary Responsibilities

• Frontline Support: Handle Level 1 customer inquiries via phone, chat, and email, providing clear and accurate resolutions. Troubleshoot basic product or service issues as the first course of action.
• Refunds & Disputes: Process and approve refund requests in accordance with company policy. Investigate and manage disputes, ensuring compliance with applicable regulations and internal procedures.
• Knowledge Base Maintenance: Update and improve internal and external support documentation, including FAQs and troubleshooting guides. Provide feedback to enhance self-service materials based on frequent customer questions and pain points.
• Collaboration & Escalations: Liaise with the Product Support teams to escalate complex issues. Work closely with fellow Customer Support Representatives and managers to share best practices and improve the overall customer experience.
• Customer Satisfaction & Service Quality: Follow established procedures and service-level agreements (SLAs) to ensure prompt, high-quality support. Communicate recurring customer issues or trends to the customer support manager and proactively contribute recommendations to improve processes or products.
• Administrative & Reporting: Maintain accurate records of customer interactions and transactions in the CRM. Contribute to team meetings and provide insights on recurring challenges and inquiries, helping to identify areas for improvement.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is typically required for entry-level customer support roles. Relevant coursework or certifications in customer service, business, or a related field may be beneficial.

Experience: A minimum of 1 year of experience in a customer-facing or call center environment is essential. Previous experience in payments, e-commerce, or a related field is desirable.

Required Skills:

• Fluency in English (verbal and written)
• Excellent verbal and written communication skills
• Problem-solving and attention to detail
• Collaboration and adaptability
• Organizational skills
• Tech savvy (skilled in using CRM software, e.g., Zendesk)

Preferred Skills:

• Background in payments, e-commerce, or a related field
• Competency in using CRM systems; Zendesk experience is a plus
• Previous exposure to refunds, disputes, or basic troubleshooting processes
• Experience updating knowledge base documentation or contributing to process improvements
• Basic familiarity with industry regulations (GDPR, PSD2) or willingness to learn compliance essentials

📊 Web Portfolio & Project Requirements (N/A for this role)

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: £20,000 - £25,000 per annum (based on UK market standards for entry-level to mid-level customer support roles in the payments industry)

Benefits:

• Competitive salary and benefits package
• Opportunities for career growth and professional development
• A dynamic, international work environment with a diverse team
• The chance to work with global brands and make a real impact on the customer experience

Working Hours: 40 hours per week, Monday to Friday, 9:00 AM to 5:00 PM BST

📝 Enhancement Note: The salary range provided is based on market research for entry-level to mid-level customer support roles in the payments industry in the UK. Benefits may vary depending on the company's standard benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: Boku operates in the global payments industry, processing over $10 billion in value annually for global brands such as Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent.

Company Size: Boku is a medium-sized company with a global presence, employing over 300 people across 70+ countries. This size allows for a diverse and dynamic work environment while maintaining a personal touch.

Founded: Boku was incorporated in 2008 and has since grown to become a leading global provider of local mobile-first payments solutions.

Team Structure:

• The Customer Support team is a critical component of Boku's overall operations, working closely with Product Support teams to ensure customer satisfaction and resolve complex issues.
• The team consists of Customer Support Representatives, Team Leads, and Managers, all collaborating to provide excellent customer service and maintain high service standards.

Development Methodology:

• Boku follows established procedures and service-level agreements (SLAs) to ensure prompt, high-quality support.
• The company encourages continuous improvement and proactively addresses recurring customer issues or trends to enhance the overall customer experience.

Company Website: Boku

📝 Enhancement Note: Boku's global presence and diverse team offer unique opportunities for professional growth and exposure to international markets within the payments industry.

📈 Career & Growth Analysis

Customer Support Representative (Entry-level to Mid-level): This role is ideal for individuals seeking to build a career in customer support within the payments industry. It offers an excellent starting point for developing technical and analytical skills, as well as gaining experience in a fast-paced, high-volume environment.

Reporting Structure: Customer Support Representatives report directly to Customer Support Managers, who oversee the team's performance and ensure adherence to company policies and service standards.

Technical Impact: Customer Support Representatives play a crucial role in maintaining positive customer relationships and ensuring queries are addressed promptly. They contribute to a culture of continuous improvement by proactively identifying areas for process or product enhancement.

Growth Opportunities:

• Career Progression: With experience and demonstrated success, Customer Support Representatives may progress to Team Lead or Manager roles, overseeing a team of Customer Support Representatives and driving team performance.
• Technical Skill Development: The role offers opportunities to develop technical skills in using CRM software, troubleshooting basic issues, and maintaining knowledge base articles, as well as gaining exposure to industry regulations and compliance essentials.
• Leadership & Mentoring: As they gain experience, Customer Support Representatives may have the opportunity to mentor new team members, contributing to a culture of knowledge sharing and continuous learning.

📝 Enhancement Note: Boku's global presence and diverse team offer unique opportunities for professional growth and exposure to international markets within the payments industry. The company encourages career progression and provides opportunities for technical skill development and leadership roles.

🌐 Work Environment

Office Type: Boku's global headquarters are located in London, with additional offices in San Francisco and other major cities worldwide. The London office is a modern, collaborative workspace designed to foster innovation and creativity.

Office Location(s): Boku's London office is located in the heart of the city, with excellent transport links and nearby amenities. The office is easily accessible by public transportation, with several tube and bus stations nearby.

Workspace Context:

• Collaborative Workspace: The office features open-plan workspaces, encouraging collaboration and communication among team members.
• Technical Infrastructure: Boku provides state-of-the-art technology and tools to support its global operations, ensuring seamless communication and efficient workflows.
• Work-Life Balance: Boku promotes a healthy work-life balance, offering flexible working arrangements and a supportive team environment.

Work Schedule: Customer Support Representatives work Monday to Friday, 9:00 AM to 5:00 PM BST, with a one-hour lunch break. The role may require occasional overtime or weekend work to cover peak customer support periods.

📝 Enhancement Note: Boku's global presence and diverse team offer unique opportunities for professional growth and exposure to international markets within the payments industry. The company's modern, collaborative work environment fosters innovation and creativity, with a focus on work-life balance.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
2. Behavioral & Situational Interview: A structured interview focusing on problem-solving, customer service, and adaptability skills.
3. Final Interview: A meeting with the hiring manager to discuss the role, company culture, and next steps.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Customer Support, Customer Service, Customer Facing, Phone Support, Email Support, Chat Support, Refunds, Disputes, Knowledge Base, CRM, Zendesk, Problem-Solving, Attention to Detail, Collaboration, Adaptability, Organizational Skills, Tech Savvy, Regulatory Awareness, GDPR, PSD2, Payments Industry, E-commerce, Customer Facing, Entry-level, Mid-level

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. There are no technical challenges or portfolio requirements for this role.

📌 Application Steps

To apply for this Customer Support Representative (English) position:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight relevant customer service, problem-solving, and communication skills, as well as any experience in the payments or e-commerce industry.
3. Prepare for the interview process by researching Boku's company culture, mission, and values, as well as familiarizing yourself with the payments industry and relevant regulations (GDPR, PSD2).
4. Practice common customer service scenarios and problem-solving techniques to demonstrate your skills and adaptability during the behavioral and situational interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.