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.
Your Mission:
- 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
- Open, friendly, international team with flat hierarchies that looks forward to your input and working with you
- Secure job, attractive salary and 28 days of holiday (29 days for non-smokers)
- Hybrid work model: Enjoy the flexibility of one home-office day per week combined with in-person collaboration during four office days
- Mental wellbeing - Access to 2 free sessions of psychological support via Instahelp, with additional sessions available at extra cost
- Individual opportunities for professional development
- Financial support for a healthy and environmentally friendly lifestyle, including Urban Sports Club, a BVG company ticket, and a company bike