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
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
We enable our customers to operate anytime from anywhere, and we give them the freedom to focus on what really matters for them. We do this by offering smart and reliable solutions in the fields of remote secretary services, call answering, prestige and collaboration offices, virtual offices and digital workplaces.
Being a good partner calls for reliability and stability. Everything we do is based on clear values and standards:
Reliable
Thanks to our extensive experience stretching back more than two decades, our thoroughness and our efficiency, our customers are able to place their full trust in us.
Caring
Our empathy for the needs and wishes of our clients, our commitment to them and our desire to support them in the best possible way are what make us truly caring.
Smart
Enabling others to grow and succeed calls for solutions that go beyond the everyday.
Since our beginnings we have been open and curious, always ready to question the familiar. That makes us particularly creative and innovative. Indeed, our ambition is to lead and shape our entire industry.
