Customer Experience Representative - Spanish speaker

Summary

Join Brevo, a leading CRM suite company, as a Customer Experience Representative! You will manage and resolve client tickets via email and phone, ensuring timely and professional responses. Handle challenging customers and escalate complex issues. Report and resolve system and operational issues impacting clients. Grow client relations and collaborate with the tech team. Master email best practices and our platform's tools. This role requires fluency in Spanish, customer-focused skills, and experience in customer support and management. Brevo offers a unique international environment, various benefits including meal vouchers, health care, RTT, and more.

Requirements

• Fluent in Spanish (mandatory)
• Customer-focused with the ability to build strong customer relationships and instill confidence
• Ability to adapt to our office culture, which combines a friendly and relaxed atmosphere with a strong emphasis on professionalism, as well as value highly collaborative teamwork and seamless integration into our supportive framework
• Experience in customer experience/success/support
• At least a first experience in customer management focused on retention

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
• Having a deep understanding of email best practices, along with extensive knowledge of our platform and the tools available to assist our valued customers
• Develop a solid understanding of technical aspects related to email marketing, such as DNS record creation/modification, and the Brevo API

Preferred Qualifications

• Additional languages are always welcome !
• SaaS experience is a plus!

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
• Inter-office trips
• Work’s council benefits (Leeto)
• Social, green and LGBTQIA+ 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 classes, and over 155000 courses available on Udemy
• Budget to support your workspace at home
• Relocation package for international talents
• Sustainable Mobility Package if you choose to commute to work on a mechanical or electric bike
• ...and more!
• Brevo values work-life balance and offers flexible working hours and remote work