The challenge

Citibox Group is looking for a proactive and customer‑focused Customer Success Agent to deliver an exceptional service experience to our users across all channels, during our Deployment of residential lockers. This role is essential to maintaining customer satisfaction, resolving incidents efficiently and ensuring that every interaction reflects our commitment to quality and professionalism.

As part of the Customer Success team, you will be on the front line of communication with our customers, helping them solve issues, managing expectations, and ensuring that their experience with Citibox is smooth, friendly, and effective. You will collaborate closely with supervisors and cross‑functional teams to escalate complex cases and contribute to continuous improvement.

This is a hands-on, high‑impact role that requires empathy, communication skills, and a strong sense of ownership.

As a Customer Success Agent, you will:

• Respond to customer inquiries through multiple channels (phone, email, etc.).
• Resolve customer claims and issues efficiently and satisfactorily.
• Manage customer expectations and provide appropriate solutions.
• Escalate complex issues to supervisors or other departments when necessary.
• Register and track incidents reported by customers, ensuring accurate documentation.
• Resolve incidents quickly and effectively, keeping customers informed throughout the process.
• Perform additional tasks related to the area as needed.

Who are you

• Someone who thrives in customer‑facing environments and enjoys helping others. You bring a positive attitude, strong communication skills, and the ability to remain calm and solution‑oriented under pressure.
• Empathetic, patient, and professional in every interaction.
• A strong communicator who can adapt to different customer profiles.
• A team player who collaborates naturally with colleagues and supervisors.
• Organized, detail‑oriented and capable of managing several cases simultaneously.
• Motivated by continuous improvement and delivering high‑quality work.

Experience and Skills

You need to have

• Vocational training, high school diploma or equivalent professional experience.
• Previous experience in customer service is valued.
• English level C1, spoken and written.
• Strong interpersonal and communication skills.
• Customer orientation and the ability to build positive interactions.
• Teamwork, cooperation and identification with the company’s values.
• Social skills and the ability to manage challenging situations with empathy.

It'd be nice to have

• Experience in logistics, e‑commerce or service‑oriented environments.
• Familiarity with ticketing systems or CRM tools.
• Experience in fast‑paced or high‑growth companies.

What's in Citibox for you

• The opportunity to join a growing company with a strong customer‑centric culture.
• A supportive environment where you can learn, develop and grow professionally.
• We work together to create a strong corporate culture and values.
• At Citibox, this year we have 25 vacation days, and your birthday is on us.
• Afternoon shift schedule: 13:15 to 21:15.
• A collaborative team that values communication, empathy and continuous improvement.
• A workplace where your contribution directly impacts customer satisfaction and operational excellence.