Customer Experience Representative

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.

What will contribute to your success :

• Fluent in French (mandatory).
• Additional languages are always welcome !
• 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.
• SaaS experience is a plus! 

What we offer:

• A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context.
• Brevo offers an Ownership Plan, which is inspired by ESOP or stock programs. This way, you will participate in the event of financial success with a considerable bonus.
• 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.
• 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 155 000 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.
• ...and more!

Meet us !

• HR Video call
• A Case Study to do at home
• An interview with your future Team Lead and our Senior Team Leader
• An interview with our Head of Customer Experience