Customer Experience Associate - English

Brevo is the leading and fast growing Customer Relationship Management (CRM) suite designed to enable millions of organizations to connect with people using technology for their success.

Our platform gives businesses a unified view of the entire customer journey, empowering them to grow with intuitive marketing and sales tools, including Marketing Automation, Email, SMS, WhatsApp, Chat, and much more.

Today, more than 500,000 businesses across 180 countries, including Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo’s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales.

Brevo reached €142M ARR in 2023 (40% growth year on year) and has close to 1,000 employees globally.

We are currently seeking a Customer Experience Associate to join our team. As part of this role, you will be responsible for delivering exceptional customer service to our clients across various communication channels, such as phone, email, and chat. Your primary objective will be to address customer concerns promptly and efficiently.

The ideal candidate should possess a solid background in customer service, possess outstanding communication skills, and demonstrate the ability to work both independently and collaboratively within a team. Additionally, you will be responsible for promptly resolving customer issues to ensure their satisfaction.

Join our team of dedicated and enthusiastic customer service professionals as a Customer Experience Associate If you are passionate about delivering top-notch customer service and have a customer-oriented mindset.

We offer a competitive salary and benefits package, along with the chance to collaborate with a skilled team dedicated to providing exceptional customer experiences.

If you are someone who prioritises customer satisfaction and takes pride in delivering exceptional service, we strongly encourage you to submit your application.

As Customer Experience Representative, you will:

• Manage and resolve daily client tickets and ensure that clients' questions and problems are resolved properly and quickly.
• Address challenging customers and problems that require escalation outside of the department.
• Strive to provide all customers with an outstanding customer experience
• 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.
• May be required to work weekend shifts and/or open to working night shifts (Comp Off/Allowance provided)
• Develop familiarity with technical aspects of email marketing, marketing automation, e-commerce, DNS record creation/modification, email-friendly HTML, and the Brevo API.

What will contribute to your success:

• At least 2+ years of experience in customer service
• Work experience on tools such as JIRA, Freshdesk/Zendesk is an asset
• Excellent written and spoken communication skills with Familiarity in email marketing.
• Client-focused with the ability to build customer relationships and customer confidence.
• The ability to jump right into a fun and relaxed office culture

Benefits:

• A unique opportunity to join an international and collaborative startup environment in a hyper-growth context
• Hybrid working with 2 days work from home.
• The chance to grow your professional and technical skills, with actual room for career progression
• A modern office in a central location with free fruits and drinks and a lot of fun activities
• Excellent referral program where employees can choose a gift item worth 1.5 lac, including a bike, flight tickets, and many more.
• 1.4 times your day salary if you're working on any week off or holiday due to critical tasks or issues
• An umbrella of leaves and holidays
• Budget to support your workspace at home
• Medical insurance of INR 10 lakh is borne by the company.
• An employee-friendly compensation structure that includes tax-saving optional components where the employee can save extra tax
• Bi-annual global company offsite; inter-office trips.
• Virtual Festival and Birthday celebrations, Team parties, and team-building outings.

Interview Process:

• HR Screening - 15 mins
• Round 1 - Practical Assignment (Case Study)
• Round 2 - Technical Interview with Team Lead Via Google Meet (60 Minutes)
• Round 3 - F2F Interview with Head of Customer Experience (60 Minutes)
• HR discussion - 30 mins

Brevo puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.