Customer Service Representative managing customer inquiries, offers, and claims in Hamburg. Engaging with customers and supporting sales operations through ERP and CRM systems.
About the role
- (Senior) Consultant Customer Experience Strategy at Wavestone driving clients' transformation journey in sales and service solutions. Fostering seamless customer engagement and process optimization in a hybrid work environment.
Responsibilities
- You advise our clients on designing and optimizing sales, customer and service solutions, including requirements gathering, vendor selection and agile implementation.
- You define and implement future-proof omnichannel strategies, optimize sales organizations and help shape the rollout of digital sales tools as an experienced (part-)project lead.
- Your focus is on creating seamless customer engagement and strategically designing customer processes and the customer journey, including customer segmentation and customer value analyses.
- You design strategic target operating models for customer service organizations and analyze customer service journeys as well as Contact Center performance KPIs.
- You develop innovative use cases for the application of Gen AI and automation in Sales and Service.
Requirements
- Several years of professional experience in management consulting with an industry focus in Industrial, Transport & Logistics, Public Sector & International Institutions, Energy, Financial Services, or Life Sciences.
- Project experience (including part-/co-lead roles) in Sales, Omnichannel Management and Customer Service.
- Knowledge of customer-centric sales, marketing and CRM processes.
- Understanding of the functionality of relevant sales, CRM and loyalty platforms (e.g., Salesforce, Microsoft Dynamics, ServiceNow, Genesys, Sprinklr, Qualtrics, etc.).
- Fluent German and English language skills.
- University degree (Bachelor's or higher).
- Willingness to travel for client engagements 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 day-to-day work.
- In our Academy you will find a broad training offering such as bootcamps, language and certification courses as well as individual coaching.
- Flexible remote work from home or from one of our offices in Germany.
- 30 days of annual leave, additional leave for specific family circumstances and various sabbatical options.
- Fixed monthly mobility budgets to support flexible and environmentally friendly commuting and travel.
- A company culture that values responsibility, energy and community.
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