Customer Service Consultant (all genders)
Primary stack
Job description
About the Position
Customer Service Consultant (all genders)
valantic is seeking a Customer Service Consultant to join our team in Mannheim, DE. This role offers a unique opportunity to work on exciting service projects with leading companies in the German-speaking region.
Responsibilities
As a Customer Service Consultant, you will:
- Guide our clients through all phases of a CX Service Project, from concept to rollout.
- Analyze service processes, develop solution concepts, and take responsibility for consulting, implementation, and customization.
- Optimize and automate customer service processes, for example using Zendesk or SAP Service Cloud, translating requirements into technical solutions.
- Collaborate with clients in system evaluations to develop the best technology-agnostic solutions for their service processes.
- Design AI and automation-supported solutions, from self-service to agent assist and agent-based workflows.
- Advise on best practices, develop service strategies, and position service as a value driver for customer retention and growth.
- Support the technical and human aspects of implementation, working closely with cross-functional teams.
Requirements
- Proven experience in the implementation and configuration of Zendesk and/or SAP Service Cloud, ideally complemented by knowledge of other CX platforms such as Salesforce Service Cloud, Freshdesk, or ServiceNow.
- Comprehensive understanding of customer service processes, with the ability to analyze, question, and provide expert advice.
- View service as a value driver rather than a cost center and understand its impact on other areas.
- Understand AI and automation in service as an opportunity for self-service, automation, and AI assistance.
- Familiarity with topics such as IVR, Copilot-Service, and Contact Center, as well as KPIs like CSAT or First Contact Resolution.
- Strong sense of change and adoption, entrepreneurial thinking, and experience with agile project methods.
- Excellent communication skills, maintaining a calm demeanor even in critical project phases, and fluent in German and English.
Nice to Have
- Experience with Salesforce Service Cloud, Freshdesk, ServiceNow.
- Knowledge of IVR, Copilot-Service, Contact Center.
- Understanding of CSAT, First Contact Resolution.
We Offer
- Real scope for innovation: Work on exciting service projects with well-known companies in the German-speaking region.
- Technological diversity: Engage with a modern, growing tech stack focused on customer experience.
- A team that values expertise: No rigid hierarchies, but mutual learning, pragmatic collaboration, and a culture where entrepreneurship and fairness are not just buzzwords.
- Professional development: Active support in the areas of CX, service, and AI, as we see rapid change as an opportunity.
- Flexible working models: Remote and on-site, tailored to you and your projects.
- Vision: The opportunity to actively shape our vision of "building the CX Powerhouse".
About the Company
valantic is a leading provider of digital solutions, committed to enhancing customer experiences and driving business success through innovative service strategies.
Contact
Melanie Pacner
valantic
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