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

eGroup; Berlin; Hybrid; EUR 32,000 - 44,000; Full time

Job summary

eGroup is looking for a Junior Customer Service and Success Specialist - Italian (f/m/d) in Berlin. You will support our Dutch customers throughout their entire journey, from onboarding to ongoing success, in a hybrid on-site role.

You will manage conversations across channels, contribute to long-term relationships, and advocate for our products and services. The position offers growth opportunities and flexible work arrangements.

Qualifications

• Several years of experience in a customer-facing role, preferably in Customer Service, Customer Success, or Onboarding.
• Proven track record of delighting customers and exceeding expectations.
• Proficient in customer service software, CRM systems, Salesforce, and MS Office.
• Native-level Italian and a good command of English and/or German.
• Tertiary degree or equivalent qualification preferred.

Responsibilities

• 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.

Skills

Customer-facing experience

Attention to detail

Italian language

English/German language

People skills

Education

Bachelor's degree or equivalent

Tools

Salesforce

MS Office

Job description

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

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

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:

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).

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

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