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Transformation Customer Success / Customer Service in eCommerce (m/f/d)

Industry
Retail
Areas
Customer Service
Quality Assurance (QA)

Project info

  • Period
    05.02.2024 - 31.03.2024
  • Capacity
    from 90%
  • Daily rate
    from 800€
  • Location
    Cologne, Germany
  • Languages
    Essential:
    • German
      (Advanced)
    Desirable:
    • English
      (Advanced)
  • Remote
    20 - 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).