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

    • On-site, Hybrid
      • Berlin, Berlin, Germany
    • Service & Success

    Job description

    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 

    Job requirements

    Your Profile:

    • Experience in a customer-facing role, preferably handling customer service, care, or success

    • Proven track record of delighting customers and exceeding their expectations

    • Proficiency with customer service software

    • Excellent attention to detail

    • Ability to communicate in more than one language

    • Tertiary degree preferred

    • A Junior Customer Service Specialist will have 1-2 years of experience in eGroup. The incumbant will work on simple cases under the close guidance of a Senior Customer Service Specialist or Team Leader

    Your Responsabilities:

    • 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

    Your Benefits:

    • 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

    • Free access to a comprehensive mental health coaching programme for all professional and personal issues 

    • 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

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