Bilingual Customer Experience Representative (Portuguese)

The Bilingual Customer Experience Representative at Brevo primarily manages and resolves daily client tickets via email and phone. Your main responsibilities include addressing client inquiries with professionalism, providing exceptional service, cultivating strong customer relationships, and collaborating with the tech team to resolve issues. Additionally, you'll ensure clients have a solid understanding of our platform and email best practices.

To be considered for the Bilingual Customer Experience Representative role at Brevo, you should possess excellent written and spoken communication skills in both Portuguese and English. A minimum of 1+ year in customer service, alongside experience in technical marketing support, including knowledge of marketing automation and CRM systems, is essential. Being customer-focused and having the ability to build strong relationships are key to your success.

At Brevo, we provide comprehensive training for our Bilingual Customer Experience Representatives. You'll gain in-depth knowledge of our platform, our tools, and email marketing best practices, alongside ongoing support to perfect your skills. By collaborating with experienced team members, you'll learn to efficiently manage client inquiries while building the confidence needed to handle challenging situations with ease.

Brevo fosters a hybrid work environment that combines flexibility with collaboration. As a Bilingual Customer Experience Representative, you'll enjoy a friendly and relaxed atmosphere while maintaining a strong emphasis on professionalism. Our team is focused on collaboration and support, making it easy to integrate into our company culture and connect with teammates, whether you’re working remotely or in the office.

As a Bilingual Customer Experience Representative at Brevo, you'll enjoy a range of benefits, including hybrid work options, bi-annual global team building trips, comprehensive health benefits, an employee share ownership plan, monthly lunch stipends, a top-up for parental leave, and a Simple IRA with employer contributions. We also offer opportunities for professional development and have committees dedicated to social and environmental issues.

To effectively prioritize tasks as a Bilingual Customer Experience Representative, I would assess urgency and complexity, tackle issues that have the most significant impact first, and ensure that I am maintaining open communication with clients throughout. Leveraging a ticketing system can also help me keep organized and focused on resolving inquiries efficiently.

In a challenging situation, I remained calm and actively listened to the client. I acknowledged their concerns, apologized for any inconvenience, and worked to understand their needs. By offering tailored solutions, I aimed to exceed their expectations and enhance their confidence in our service.

I focus on clear communication, empathy, and providing personalized solutions. Understanding the client's needs allows me to tailor my support effectively. I also follow up after resolving an issue to ensure satisfaction and to build long-term relationships with clients.

I've researched Brevo’s mission of empowering businesses through its innovative CRM platform. I’m familiar with tools like marketing automation and the importance of a unified customer view. I admire Brevo’s commitment to creating exceptional experiences for clients and appreciate its recognition for workplace culture.

I welcome client feedback as an opportunity for growth. I actively listen to their suggestions and concerns, reflecting on their comments to improve my future interactions. Implementing feedback not only builds trust but also enhances the service we provide at Brevo.

I have a solid understanding of email marketing, including DNS record management and the principles of effective campaigns. Knowledge of these technical aspects enables me to provide informed support to clients, ensuring they utilize our tools effectively.

I have worked with various CRM systems, utilizing their functionalities to manage customer relationships effectively. My experience includes maintaining accurate records, analyzing customer data, and collaborating with teams to enhance user experiences.

I dedicate time to professional development by following industry blogs, participating in webinars, and attending workshops. Networking with peers also allows me to share insights and stay informed about the latest trends and best practices in customer service.

The desire to help others and contribute to their success is my main motivator. Seeing customers satisfied and thriving due to my support drives me to continuously improve my skills and provide the best possible service.

My long-term goals include developing further skills in customer support and technical marketing while exploring leadership opportunities. I am eager to contribute to Brevo's growth and success while advancing my career within a company that values employee development.