Support, Efficy
Offers bonus
Office located in Rue Cavenne, Paris
Webbased CRM management tool
Open for applications
Webbased CRM management tool
201-500 employees
Open for applications
Offers bonus
Office located in Rue Cavenne, Paris
201-500 employees
Company mission
To help each company succeed by helping them transform their customer data into customer knowledge while simplifying the work of their employees.
Role
Who you are
- A successful candidate needs to meet the following requirements
- Structured and organised, with ability to juggle many tasks in parallel, and detect the need to change priorities
- Diplomatic and able to explain complex things in an easy way
- A solution oriented mindset, with a focus on how to solve issues efficiently and to improve processes
- Independent, accurate, stress-resistant, team player
- Strong communication skills
- Customer-centric mindset
- Experience in customer facing interactions
- A "hands-on" mentality - Knowledge of CRM and Marketing solutions is an advantage
- Has worked with Web Applications (preferably SaaS as well as API’s)
- Fluent in French
- Good command of the English & Dutch language, both written and spoken
What the job involves
- Join our dynamic team at Efficy France in Paris or Lyon as we seek a passionate Customer Support L2 to elevate our customers' experience with our cutting-edge CRM platform - Tribe
- As a vital member of our Customer Service department, you'll embark on a mission to provide top-tier assistance to our valued clients
- Our role as a Customer Support L2 agent is to excel in addressing customer inquiries through various channels like email, phone calls, and online chats
- With a focus on technical expertise, you'll directly tackle complex queries from customers or first-line support, ensuring swift resolution or seamless escalation to the appropriate team when necessary
- Your commitment extends beyond mere issue resolution; you're dedicated to enhancing our customers' journey by prioritising their needs in alignment with contractual obligations
- Anticipating challenges, you proactively engage with our R&D team to explore innovative solutions, ensuring optimal functionality and user experience within our CRM application
- Handling incoming questions and inquiries from our customers and level 1 support
- Analysing and resolving complex functional issues our customers encounter
- Monitoring the on-time handling of questions within the set objectives
- Taking second line telephone, e-mail and chat inquiries
- Contribute to the knowledge database of troubleshooting guides
- Maintaining your knowledge of our CRM platform - Tribe. You adopt a proactive attitude in gaining knowledge of new or changed functionalities
- Maintaining your knowledge of internal procedures to be able to answer as many questions as possible without redirecting them to another team
- Ensure that you share technical knowledge with the level 1 support team, including the resolution of issues that they escalate.
- Update customer records after each interaction with that customer. You add notes to customer records explaining what the interaction entailed and report on trends as necessary
Our take
CRM solutions are heavily relied on today with the amount of automated communication needed. Efficy anchors its mission in boosting client’s sales by ironing out issues and simplifying customer data organisation, subsequently improving marketing communication.
Going toe-to-toe with competitors in the space, the company prides itself in having one of the most flexible CRM solutions in the market with a totally customisable software suite and segregated modules. Through several acquisitions the company has shown astounding growth, committing to its 2019 5 year plan of multiplying the company’s size by 5.
Since founding in 2005 Efficy has grown to boast 330,000 daily users with 13,500 clients across 60 countries. Changes to the C-suite has recently brought on a new CEO, CSO and CFO to drive the company’s growth initiatives and nurture the sales team to build business further across Europe and continue scaling.
Steph
Company Specialist
Insights
Company
Company benefits
- A stable and growing company with an entrepreneurial mindset listening to your ideas and support you to make it happen
- High flexibility and hybrid work is part of Efficy DNA
- State of the art offices with a unique co-living-co-working concept where teamwork is the norm
- International growing opportunities and internal mobility
- Events: team lunches, after works, sport, trips
- Learning opportunities: languages, tech, product, sales techniques, leadership
Company values
- Efficiency: Our strength: delivering the best CRM to demanding and inspiring clients
- We’re passionate about cultivating great relationships, and we believe that all great relationships begin with trust
- People first: Our DNA: listening to our customers, to our ecosystem and to our colleague
Company HQ
Kraainem, Flanders
Articles
Leadership
Cédric Pierrard
(Board Member)Current Board Member for Energis, Ubidata, and AXI, and an Advisory Board Member for REIMAGINE - AI and Robotic solutions and Verbolia. Co-founded EDPO (European Data Protection Office).
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