Junior Customer Service and Success Specialist - Italian (f/m/d)

At eGroup, our Customer Service Specialists bridge the gap between what our customers need and what we deliver — helping us not only meet but exceed expectations. In this role, you’ll support our Dutch customers throughout their entire journey, from onboarding to the end of their time with eGroup.

• Drive a seamless customer experience that creates positive sentiment for our brand 

• Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers 

• Maintain accurate records of customer interactions and steps taken to resolve issues 

• You have several years of experience in a customer-facing role, preferably in Customer Service, Customer Success, or Onboarding.

• You have a proven track record of delighting customers and exceeding their expectations.

• You are proficient in customer service software, CRM systems, Salesforce, and MS Office.

• You have excellent attention to detail.

• You have native-level Italian language skills and a good command of English and/or German.

• You hold a tertiary degree or equivalent qualification (preferred).

• Manage customer conversations across all our support channels (online and via phone)

• Onboard new customers under supervision and after their own onboarding

• Build the foundation for a long-term customer relationship

• Encourage organic growth

• Take responsibility for customer concerns and follow up issues to resolution for “complaints and feedback”

• Be the ambassador for our products and service such as customer portal and APP

• Ensure seamless documentation of campaigns and the conversation in our CRM system

• Provide customer advice and change of customer profiles when needed

• Monitor and modify contracts under the guidance of a Senior Customer Service Specialist or line manager