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Transformation Customer Success / Customer Service in eCommerce (m/f/d)
Project info
- Period05.02.2024 - 31.03.2024
- Capacityfrom 90%
- Daily ratefrom 800€
- LocationCologne, Germany
- Languages Essential:
- German(Advanced)
Desirable:- English(Advanced)
- German
- Remote20 - 30%
Description
A leading provider of bathroom fittings and accessories in the (online) retail sector is looking for an experienced Customer Success / Service Auditor. The main task is to conduct a comprehensive audit of the Customer Success area and optimize the customer journey (both from the customer and the company perspective). You will drive the transformation from a traditional customer service approach to a modern, state-of-the-art Service Centre.
- Conducting a comprehensive audit of the Customer Success / Service area to capture the current state.
- Identifying areas for improvement along the customer journey.
- Developing strategies to optimize the customer journey (together with the in-house team).
- Responsible for implementing the developed strategies and translating them into practice.
Requirements
- Willingness and ability to question the status quo and implement innovative customer service solutions.
- Experience in conducting audits in the Customer Success / Service area.
- Deep understanding of customer journeys in eCommerce / retail and experience optimizing them (including call center optimization) + best practices.
- Strong analytical skills and the ability to make data-driven decisions.
- Excellent communication skills and team spirit (including presentations to C-level management).