Luno Customer Experience Specialist Interview Questions
& Process

The whole thing from applying to getting the offer took about a month. It was pretty smooth and a good experience overall. There were two interview rounds, plus some assessments. The first one was online, and the second was in-person at their office. Everyone I talked to was super friendly and professional. The questions were pretty standard, so just be ready and confident. I ended up turning down the offer because the salary wasn't what I was hoping for.

I had a virtual interview with the Team Leader and Manager. We kicked things off with some small talk about our backgrounds and what we'd last watched on streaming. Then we got into the main part, where they asked about cryptocurrencies – like what I knew about them and their benefits. They also presented three case studies and asked for a past success story. After that, I was supposed to meet with the Country Manager, and they asked for two referrals, but I had to decline because I'd already accepted another job offer.

I applied for the Customer Success Associate role at Luno because I'm interested in crypto and blockchain, and thought Luno would be a good place to start. After applying, I got a skills test that I had to finish within 24 hours, which I did. Then, I was told I'd have an online interview. The interview was with Valerie Lim, a recruiter, and Joel Pautn, a team leader. They asked about my career goals and why I wanted to join Luno. I was hoping for more crypto-related questions, but there weren't any, which was a bit disappointing. It felt more like an interrogation. They asked if I had used their platform before. I said I'd only used it once and wasn't a frequent user because of regulatory issues Luno faced in 2017-2018 with BNM regarding deposits and withdrawals. I explained I wanted to use the app but couldn't due to those issues. They then asked how I could apply for the job if I wasn't a frequent user, which surprised me. I tried explaining I was more familiar with another app and had stopped investing for a while due to my risk appetite, but they kept asking why I didn't use their app more. I mentioned that even without frequent use or knowing recent updates, I could navigate the app and knew its functions. They reiterated that it wasn't like applying for another company's app I usually use for crypto purchases. They said the questions weren't meant to corner me, but that's how it felt. I found out a week later that I didn't get the job, possibly because they found someone who uses the Luno app more. I'm not really happy with the process and wish I'd been asked more relevant questions about crypto and blockchain. They also offered a salary lower than my previous one, despite my almost 5 years of customer service experience from the start of my career. I hope this feedback is useful.