Customer Service Representative – Order & Returns Specialist – Global Education Technology – brighthush

About brighthush

brighthush is a leading global education technology company dedicated to unlocking the power and joy of learning for millions of students worldwide. With a rich heritage spanning over a century, we provide affordable, high‑quality digital products and services that equip learners with the skills and competencies needed to thrive in today’s fast‑moving world. Our portfolio includes innovative platforms, interactive content, and data‑driven solutions that serve higher education, workforce development, secondary education, English language teaching, and research markets across the globe.

Why Join brighthush

At brighthush, we believe that learning is a lifelong journey and that every interaction with a learner can spark curiosity, confidence, and change. Our culture is built on five core values: Put Learning First, Embrace the Unknown, Set the Bar Higher, Do More Together, and Be Candid. These principles guide everything we do—from product development to customer support—and create an environment where innovation, collaboration, and personal growth thrive.

As part of our Customer Service Team, you will have a direct impact on the learning experience of students around the world. You will help them navigate our products, resolve issues, and ultimately achieve their educational goals. Your work will be recognized, rewarded, and celebrated as a vital component of our mission to democratize education.

Role Overview

The Customer Service Representative – Order & Returns Specialist is a dynamic, client‑centric role that blends operational excellence with a passion for education. You will manage all aspects of returns processing, order fulfillment, and customer inquiries across multiple channels—including phone, email, chat, and in‑person interactions. You will use Microsoft Office and brighthush’s internal systems to deliver accurate, timely, and courteous service while maintaining high service‑level agreements (SLAs).

Key Responsibilities

• Returns Management: Review and approve return requests by validating sales details in our ERP system and legacy platforms. Use Excel to capture and reconcile data, ensuring compliance with the brighthush Authorized Return Policy.
• Order Processing: Enter new orders, credits, and returns into brighthush systems with precision and speed. Handle special requests that require overrides, ensuring all approvals are documented and authorized.
• Customer Interaction: Respond to inquiries via phone, email, chat, or face‑to‑face, providing clear, concise, and empathetic solutions. Maintain a professional tone and uphold the brighthush Code of Conduct at all times.
• Data Capture & Reporting: Record daily, weekly, and monthly activity metrics in Excel or other reporting tools. Generate accurate reports for management and audit purposes.
• Team Collaboration: Offer support to peers and senior team members, sharing best practices and troubleshooting complex issues.
• Process Adherence: Follow company policies, auditing requirements, and procedural guidelines to ensure compliance and quality.
• Continuous Improvement: Identify opportunities to streamline processes, reduce errors, and enhance customer satisfaction. Propose actionable improvements to senior leadership.

Essential Qualifications

• Minimum of 12–18 months of experience in a customer support role, engaging with customers and maintaining accurate records.
• Strong command of Microsoft Office, especially Excel and Word, with the ability to learn new systems quickly.
• Excellent verbal and written communication skills, with a focus on clarity, empathy, and professionalism.
• Basic mathematical proficiency (addition, subtraction, percentages) to handle transaction calculations.
• Organizational and time‑management skills that enable you to prioritize tasks, meet deadlines, and manage multiple responsibilities simultaneously.
• Problem‑solving mindset and critical thinking ability to evaluate customer complaints and propose effective solutions.
• Adaptability and flexibility to handle unexpected changes and new challenges with composure.
• Attention to detail and a commitment to accuracy in all tasks.
• Accountability and integrity, taking ownership of your work and delivering on commitments.
• Resourcefulness, proactively researching information and supporting colleagues when needed.
• Alignment with brighthush’s ethos: Put Learning First, Embrace the Unknown, Set the Bar Higher, Do More Together, and Be Candid.

Preferred Qualifications

• NVQ Level 3 in Customer Service or an equivalent qualification.
• Experience working with large data sets in Excel and performing data analysis.
• Demonstrated strong customer focus and a passion for educational technology.

Skills & Competencies

• Communication: Ability to convey information clearly and listen actively.
• Technical Proficiency: Comfortable with ERP systems, CRM platforms, and Microsoft Office.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend improvements.
• Collaboration: Works effectively within a team and across departments.
• Customer‑Centric Mindset: Prioritizes the learner’s experience and seeks to exceed expectations.
• Resilience: Maintains composure under pressure and learns from setbacks.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our employees. As a Customer Service Representative, you will have access to a wide range of online training courses, including:

• Advanced Excel and data analytics modules.
• Customer experience best practices and conflict resolution.
• Product knowledge workshops covering our digital platforms and content libraries.
• Leadership and communication skill development.

We also encourage cross‑functional exposure, allowing you to shadow teams in product development, marketing, and sales. This holistic view prepares you for future roles such as Customer Success Manager, Operations Lead, or Product Specialist.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. Our open‑office spaces, flexible work arrangements, and regular team‑building events create a sense of belonging and camaraderie. We celebrate diversity, encourage open dialogue, and reward creativity. Whether you’re working remotely or in one of our global hubs, you’ll find a supportive community that values your contributions and promotes work‑life balance.

Compensation & Benefits

While specific figures vary by location and role, brighthush offers a competitive salary package that reflects your experience and performance. In addition to base pay, you can expect:

• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans.
• Retirement savings plans with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible working hours and remote work options.
• Employee wellness programs, including gym memberships and mental health resources.
• Annual learning stipend to support professional growth.

Equal Opportunity Employer

brighthush EMEA is committed to creating an inclusive workplace that reflects the diversity of our customers and communities. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work style, tenure, or any other characteristic protected by law. We provide reasonable accommodations for qualified individuals with disabilities throughout our hiring process.

How to Apply

Ready to make a difference in the lives of learners worldwide? Submit your application through the brighthush careers portal or click the link below to apply directly:

We look forward to welcoming you to the brighthush family, where your passion for customer service and education can thrive and grow.