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 worldwide to grow and succeed with intuitive marketing and sales tools. As a leading and fast-growing company, we're seeking a talented Customer Experience Associate to join our team and help us deliver unparalleled customer experiences.

About arenaflex

arenaflex is a global leader in the CRM space, trusted by over 500,000 businesses across 180 countries, including renowned brands like Louis Vuitton, Carrefour, eBay, and Michelin. Our platform offers a unified view of the entire customer journey, enabling businesses to grow with ease. With 75+ integrations and a reliable technology, we're committed to helping our clients reduce costs, drive sales, and deliver exceptional customer experiences.

Our Growth Story

In 2023, arenaflex reached a remarkable €142M ARR, representing a 40% year-on-year growth. Our team has grown to close to 1,000 employees globally, and we're excited to welcome new talent to our family. As a Customer Experience Associate, you'll be part of a dynamic team dedicated to providing top-notch customer service and ensuring our clients' satisfaction.

Job Summary

We're seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Associate. As a key member of our customer service team, you'll be responsible for delivering exceptional customer service across various communication channels, including phone, email, and chat. Your primary objective will be to address customer concerns promptly and efficiently, ensuring their satisfaction and loyalty.

Key Responsibilities

As a Customer Experience Associate, you'll be responsible for:

• Managing and resolving daily client tickets and ensuring that clients' questions and problems are resolved properly and quickly.
• Addressing challenging customers and problems that require escalation outside of the department.
• Providing an outstanding customer experience to all clients.
• Growing client relations and working closely with the tech team to identify bugs.
• Mastering emailing best practices, as well as our platform and the tools we offer customers.
• Working independently to develop familiarity with technical aspects of email marketing, marketing automation, e-commerce, DNS record creation/modification, email-friendly HTML, and the arenaflex API.
• May be required to work weekend shifts and/or open to working night shifts (Comp Off/Allowance provided).

What Will Contribute to Your Success

To excel in this role, you'll need:

• 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

As a valued member of our team, you'll enjoy:

• 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

Our interview process typically consists of:

• 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're committed to diversity and inclusion. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination. If you're passionate about delivering exceptional 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