Customer Service Agent providing support to healthcare clients in Berlin. Responsible for client inquiries and CRM data entry in a hybrid work setting.
About the role
- (Associate) Consultant Customer Experience & AI Strategy role at Wavestone supporting clients in optimizing sales, customer, and service solutions.
Responsibilities
- You advise our clients on designing and optimizing sales, customer and service solutions, including requirements gathering, vendor selection (e.g., Salesforce or Microsoft Dynamics) and agile implementation.
- You define and implement future-proof omnichannel strategies together with the team, optimize sales processes and shape the rollout of digital sales tools.
- Your focus is on creating seamless customer engagement and strategically designing customer processes and the customer journey.
- You design strategic target operating models for customer service organizations and analyze customer service journeys as well as contact center performance KPIs.
- You analyze existing CX system landscapes (e.g., Adobe, Salesforce, SAP CX, Microsoft Dynamics, commercetools) and develop concrete recommendations for consolidation, optimization and cost reduction.
- You develop innovative use cases for applying Generative AI and automation in sales and service.
Requirements
- You have (or will soon complete) a degree in economics, business administration, business informatics, computer science, mathematical economics or economics.
- Ideally, you have initial hands-on project experience in sales, omnichannel management and customer service, either at a consulting firm or in-house.
- You have initial knowledge of customer-centric sales, marketing and CRM processes.
- Ideally, you already have an overview of the Microsoft Dynamics 365 service portfolio.
- You are interested in the functionality of relevant sales, CRM and loyalty platforms (Salesforce, Microsoft Dynamics, ServiceNow, Genesys, Sprinklr, Qualtrics).
- Basic knowledge of the logic of modern CX platforms and technologies (e.g., Adobe Experience Cloud, Salesforce, SAP CX, Composable Commerce, PIM, OMS, portal solutions) is desirable.
- You bring curiosity for applying Generative AI and automation in customer processes and want to understand how these technologies can improve customer experience and efficiency.
- Very good German and English skills complete your profile.
- You have strong analytical and conceptual skills, are a team player and demonstrate strong communication abilities.
- Willingness to travel for client support and consulting projects within the DACH region.
Benefits
- Our Personal Growth Model and Coaching & Leading approach provide close, comprehensive support for both your long-term development and daily work.
- In our Academy you will find a broad training offering such as language and certification courses, individual coaching and targeted leadership training.
- Thanks to our Mobile Work Policy you can conveniently work from home or from one of our offices in Germany.
- With “Mobile Work Abroad” you can work up to 50 days per year from within the EU (as well as the UK, Norway, Iceland, Liechtenstein and Switzerland).
- 30 days of annual vacation, additional days off for special family circumstances and various sabbatical options.
- Fixed monthly mobility allowance.
- From the role of Manager / Managing Consultant onwards, you will alternatively have the option of an electric company car.
- Our values — responsible, energetic and collaborative — are central to our everyday work.
- We offer fair and competitive salaries consisting of a fixed and a performance-based component.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Customer Service Manager running customer service operations at Coles Supermarkets. Leading a team to ensure a safe and engaging environment for customers and staff.
Customer Service Coordinator serving business customers and supervising order processes at Newell Brands. Handling logistics tasks and ensuring high - quality service in EMEA region.
Project Manager responsible for multiple projects in sprinkler retrofitting. Overseeing technical and commercial responsibilities and ensuring contract compliance.
Customer Service Advisor handling phone inquiries for Entel Chile. Offering benefits and promotions to retain users while working in Lima remotely after initial onsite training.
Global HR Support Specialist managing recruitment administrative tasks and assisting business leaders. Support position management and ensure day - to - day operations of Global Talent Acquisition processes.
Customer Care Representative handling insurance inquiries for Farmers Insurance. Delivering exceptional service via multiple communication channels.
Customer Care Specialist assisting clients with their inquiries and providing solutions at Lyka, an Australian pet wellness company. Engaging customers with information about dog nutrition and wellness.
Mortgage Servicing Representative assisting clients with FHA inquiries. Providing customer service via calls and emails, with a focus on mortgage policy knowledge.
Customer Care Agent at Porsche Digital in Barcelona providing exceptional customer service and support. Engaging with customers and enhancing their experience with Porsche products and services.