Customer Experience Representative

Summary

Join Brevo, a fast-growing CRM suite company, as a Customer Experience Representative! You will provide email and phone support to clients, resolving their issues and ensuring timely responses. This role involves managing client tickets, handling challenging customers, reporting system issues, and collaborating with the tech team. Fluency in English is mandatory, along with customer management experience. Brevo offers a unique international environment, excellent benefits including meal vouchers, healthcare, RTT, and various perks, plus flexible working hours and remote work options.

Requirements

• Be fluent in English (mandatory)
• Be customer focused
• Have at least a first experience in customer management focused on retention
• Have experience in Customer Success, Customer Service or Customer Support

Responsibilities

• Manage and resolve daily client tickets via email and phone in a timely and professional manner
• Ensure that clients’ questions and problems are addressed properly and in a timely manner
• Handle challenging customers and escalate complex issues outside of the department when necessary
• Report, analyze and resolve system and operational issues that impact clients
• Grow client relations and work closely with the tech team to identify bugs
• Work independently to master emailing best practices, as well as our platform and the tools we offer customers
• Develop a solid understanding of technical aspects related to email marketing, such as DNS record creation/modification, and the Brevo API

Preferred Qualifications

• Have familiarity with email marketing
• Have the ability to jump right into a fun and relaxed office culture
• Have SaaS experience

Benefits

• A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
• Meal vouchers - Swile (12,5 € per day)
• Excellent private health care, of which 70% is covered by the company
• RTT
• Bi-annual global company offsite; inter-office trips (when the current sanitary situation permits)
• Work’s council benefits (Leeto)
• Social and green committees to take care of environmental and social matters
• Several services related to prevention, health and personal and professional well-being on Welii platform
• Very competitive referral program
• Second parent leave: 1 month of fully paid leave
• Kids leave: additional time off if your children are sick and need you
• English and French classes, and over 155000 courses available on Udemy
• Budget to support your workspace at home
• A modern office in a central location with free fruits, drinks & lots of fun activities
• Relocation package and visa sponsorship for international talents
• Sustainable Mobility Package if you choose to commute to work on a mechanical or electric bike
• Flexible working hours and remote work