Digital Customer Service Consultant

vor 4 Wochen

Berlin, Berlin, Deutschland BearingPoint Vollzeit

(Senior) Digital Customer Service Consultant (m/w/d)

Your Benefits

Your Future Responsibilities

We are currently seeking a (Senior) Digital Customer Service Consultant (m/w/d) to join our team.

Within the Customer & Growth service line, the Digital Customer Service Team advises leading national and international companies on the digital transformation of their customer service organizations – from strategic planning to operational implementation:

  • Comprehensive assessment of the maturity levels of customer service organizations across various dimensions, such as strategy, processes, organization, and technology.
  • You will design strategic visions for customer service organizations.
  • You will analyze customer service journeys and performance metrics of contact centers.
  • You will plan initiatives to enhance customer experience and service excellence, as well as cost efficiency in customer service, for instance, through the application of AI-driven technologies or Robotic Process Automation.
  • You will conduct requirements gathering, vendor selection, and agile implementation of innovative IT solutions in customer service – from chat and voice bots to complete contact center solutions.
  • You will take on (partial) project responsibility.

Your Profile

  • You have successfully completed your studies in business administration, business informatics, business mathematics, industrial engineering, or a related field.
  • You possess professional or consulting experience in customer service, contact centers, customer experience management, and/or CRM.
  • You have experience in the strategic design and operational execution of customer service transformations.
  • You have knowledge of the IT infrastructure and systems used in customer service, as well as their customization.
  • To optimally advise our clients on-site, you are willing to travel nationally and internationally.
  • Excellent proficiency in both German and English rounds out your profile.

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