Customer Experience Representative - English speaker

April 17 75017, Paris
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Department

Customer Experience - Client

Summary

Brevo's Customer Experience Representatives wear many hats. While their first responsibility is to offer direct support, primarily via email and telephone, there are many other elements to the job as well. We are looking for an English native speaker to join our team on the Tuesday to Saturday shift.

Responsibilities

As a Customer Experience Representative, you will :
  • 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.

Qualifications

What will contribute to your success:
  • Fluent in English (mandatory)
  • Customer focused 
  • At least a first experience in customer management focused on retention
  • Experience in Customer Success, Customer Service or Customer Support
  • Familiarity with email marketing is a plus
  • The ability to jump right into a fun and relaxed office culture
  • SaaS experience is a plus 

Offer

What we offer:
  • 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 vise sponsorships for international talent
  • Sustainable Mobility Package if you choose to commute to work on a mechanical or electric bike
  • ...and more!

Additional information

Work rhythm: 3 days at the office, 2 days remote.
Employment typeStandard job
CommitmentFull-time permanent

Email to apply

[email protected]
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Logo

Brevo

Website

https://www.brevo.com/

Email

[email protected]

Contact name

Ludovica Francot

Contact position

Lead Talent Acquisition Europe

Imprint

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.

Brevo values work-life balance and offers flexible working hours and remote work. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.