Customer Experience Representative
Job Description
About the Role
Title: Customer Experience Representative – German
Location: Paris, France
Paris, France
Customer â Customer Experience /
Full-Time /
Hybrid
Type: Full-Time
Workplace: hybrid
Category: Customer Experience
Job Description:
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.
Brevo 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 a German native speaker to join our team on a Tuesday-Saturday shift, based in our Paris office.
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 German and English
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
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 for international talents
Sustainable Mobility Package if you choose to commute to work on a mechanical or electric bike
…and more!
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. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.
