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

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 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

• 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 Perks:

• 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

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 Italian customers throughout their entire journey, from onboarding to the end of their time with eGroup.