Customer Experience Associate (Night Shift)

As a Customer Experience Associate at Brevo, you'll be tasked with managing daily client tickets and resolving customer inquiries promptly. Your role will involve communicating through various channels, including phone, email, and chat, while providing exceptional service to enhance the customer experience. You'll also collaborate with the tech team for issue resolution and maintain a focus on building strong client relationships.

To qualify for the Customer Experience Associate position at Brevo, you should have at least 2 years of customer service experience. Proficiency in communication, familiarity with email marketing, and experience with support tools like JIRA or Zendesk are valuable assets. A customer-focused mindset and the ability to work well both independently and within a team are crucial to success in this role.

Absolutely! At Brevo, we invest in your development. As a Customer Experience Associate, you will receive training on our platform, marketing tools, and best practices for customer engagement. This supportive approach means you will be equipped to handle customer inquiries effectively and confidently from day one.

Working at Brevo means joining a dynamic and fun office culture. You'll be part of a supportive and dedicated team that values collaboration and innovation. Additionally, the hybrid working model allows flexibility, with options for remote work. Enjoy a modern office filled with amenities, including free snacks and drinks, while also having opportunities for team-building events and celebrations.

Brevo offers a comprehensive benefits package to its Customer Experience Associates, including a competitive salary, medical insurance, a referral program with exciting rewards, and opportunities for professional growth. You’ll also benefit from a budget to enhance your workspace at home and enjoy paid leaves along with holiday compensation if necessary.

In your response, use the STAR method (Situation, Task, Action, Result). Highlight a specific instance where you effectively resolved a customer issue, detailing the situation, the steps you took to address the problem, and the outcome. Emphasize your communication skills and how you maintained professionalism throughout.

Share your methods for ensuring customer satisfaction, such as active listening, empathy, and timely follow-ups. Discuss how you prioritize customer needs and maintain a positive attitude, even in challenging situations, to build trust and confidence with clients.

While discussing this, mention any prior experience you have with similar platforms or tools. If you're not familiar with Brevo, express your eagerness to learn and adapt, and highlight any relevant experience in related areas like email marketing or customer relationship management.

Explain your approach to task management, including techniques like categorizing inquiries based on urgency and complexity. Discuss how you utilize tools or methods to keep track of ongoing issues and your commitment to following up until they are resolved.

Reflect on qualities such as empathy, communication skills, and a dedication to customer satisfaction. Elaborate on why these traits are essential for successfully engaging with clients and fostering positive relationships.

Discuss your openness to feedback and how you view it as an opportunity for growth. Share examples of how you've taken constructive criticism seriously, made adjustments to your approach, and improved the overall customer experience.

List any customer support tools you have experience with, such as JIRA, Zendesk, or similar platforms. Describe how these tools have helped you to efficiently manage customer inquiries and improve response times.

Explain your strategy for breaking down complex information into easily understandable terms. Use analogies or simple language, and be sure to check in with the customer to ensure they understand. Convey the importance of being patient and clear in communication.

Share your passion for customer service and your desire to work for a company like Brevo that values technology and innovation. Express how you align with Brevo's mission and culture, focusing on your eagerness to contribute to a team dedicated to delivering exceptional customer experiences.

Discuss your organizational techniques, such as using task management software, creating to-do lists, and setting reminders. Highlight how you adapt your organization strategies to meet the demands of a busy customer service role while maintaining high service standards.