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 deliver unparalleled customer experiences, drive sales, and reduce costs. With a global presence in 180 countries and a client base that includes renowned brands like Louis Vuitton, Carrefour, eBay, and Michelin, we're on a mission to transform the customer service landscape.
As a Customer Experience Associate on our night shift team, you'll play a vital role in delivering exceptional customer service to our clients across various communication channels. Your primary objective will be to address customer concerns promptly and efficiently, ensuring their satisfaction and loyalty. If you're passionate about delivering top-notch customer service and have a customer-oriented mindset, we encourage you to join our team of dedicated and enthusiastic customer service professionals.
**About arenaflex**
arenaflex is a fast-growing, international startup with a hyper-growth context. We've reached €142M ARR in 2023, with a 40% year-on-year growth rate, and have close to 1,000 employees globally. 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.
**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 all customers with an outstanding customer experience.
* 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 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**
arenaflex 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.
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 a part of arenaflex's fast-growing customer success team.
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