Experienced Customer Experience Associate (Night Shift) – Delivering Exceptional Customer Service in a Fast-Growing CRM Suite

At arenaflex, we're revolutionizing the way businesses connect with their customers using cutting-edge technology. Our innovative Customer Relationship Management (CRM) suite empowers millions of organizations to grow and thrive in today's digital landscape. With a unified view of the entire customer journey, our platform offers intuitive marketing and sales tools, including Marketing Automation, Email, SMS, WhatsApp, Chat, and much more. Today, over 500,000 businesses across 180 countries, including renowned brands like Louis Vuitton, Carrefour, eBay, and Michelin, trust arenaflex's reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales. Our rapid growth has taken us to new heights, with a staggering €142M ARR in 2023 (40% growth year on year) and a global team of close to 1,000 employees. We're now seeking an experienced Customer Experience Associate to join our team and help us continue to deliver exceptional customer service to our clients across various communication channels. As a key member of our customer service team, you'll be responsible for addressing customer concerns promptly and efficiently, ensuring their satisfaction, and providing an outstanding customer experience.

About the Role:

As a Customer Experience Associate, you'll be the face of arenaflex, interacting with our clients through phone, email, and chat. Your primary objective will be to resolve customer issues promptly and efficiently, ensuring their satisfaction and loyalty. You'll work closely with our tech team to identify bugs and grow client relations, while also developing your skills in email marketing, marketing automation, e-commerce, DNS record creation/modification, email-friendly HTML, and the arenaflex API.

Key Responsibilities:

* Manage and resolve daily client tickets, ensuring that clients' questions and problems are resolved properly and quickly.

• Address challenging customers and problems that require escalation outside of the department.
• Strive to provide all customers with an outstanding customer experience.
• 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.
• May be required to work weekend shifts and/or open to working night shifts (Comp Off/Allowance provided).
• Develop familiarity with technical aspects of email marketing, marketing automation, e-commerce, DNS record creation/modification, email-friendly HTML, and the arenaflex API.

What Will Contribute to Your Success:

* At least 2+ years of experience in customer service.

• Work experience on tools such as JIRA, Freshdesk/Zendesk is an asset.
• Excellent written and spoken communication skills with Familiarity in email marketing.
• Client-focused with the ability to build customer relationships and customer confidence.
• The ability to jump right into a fun and relaxed office culture.

Benefits:

* A unique opportunity to join an international and collaborative startup environment in a hyper-growth context.

• Hybrid working with 2 days work from home.
• The chance to grow your professional and technical skills, with actual room for career progression.
• A modern office in a central location with free fruits and drinks and a lot of fun activities.
• Excellent referral program where employees can choose a gift item worth 1.5 lac, including a bike, flight tickets, and many more.
• 1.4 times your day salary if you're working on any week off or holiday due to critical tasks or issues.
• An umbrella of leaves and holidays.
• Budget to support your workspace at home.
• Medical insurance of INR 10 lakh is borne by the company.
• An employee-friendly compensation structure that includes tax-saving optional components where the employee can save extra tax.
• Bi-annual global company offsite; inter-office trips.
• Virtual Festival and Birthday celebrations, Team parties, and team-building outings.

Interview Process:

* HR Screening - 15 mins

• Round 1 - Practical Assignment (Case Study)
• Round 2 - F2F Interview with Team Lead (60 Minutes)
• Round 3 - F2F Interview with Head of Customer Experience (60 Minutes)
• HR discussion - 30 mins

Diversity and Inclusion:

At arenaflex, we put diversity and inclusion at the heart of our values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination. If you're passionate about delivering top-notch customer service and have a customer-oriented mindset, we encourage you to submit your application. Join our team of dedicated and enthusiastic customer service professionals and be part of our journey to revolutionize the way businesses connect with their customers. Apply for this job