SEARGIN IS HIRING

As a dynamic multinational tech company operating in 50 countries, we drive innovation and create projects that shape the future and greatly enhance the quality of life. You will find our solutions supporting advanced AI initiatives, financial analytics, and enterprise-scale digital transformation across global organisations.

About the role
We seek an experienced consultant to lead a workflow optimization project for our Salesforce case management operations in Italy. You will conduct on-site analysis of customer service agent workflows, identify efficiency gaps, and develop recommendations to increase productivity. This role requires both consulting acumen and hands-on operational customer service experience to credibly assess what constitutes realistic vs. unnecessary friction.

Requirements
Consulting Background
Proven experience in business process optimization, operational efficiency, or systems consulting.
Customer Service Operations
Hands-on experience in back-office customer service environments (essential for credible workflow assessment).

Salesforce Knowledge
Familiarity with Salesforce, case management systems, or CRM implementations.
Language
Fluent in Italian (required for on-site Milan engagement and team communication).
Analytical Skills
Strong ability to observe, document, and synthesize operational workflows into actionable insights.
Communication
Excellent written and verbal communication for presenting findings to leadership.

Nice to have
Experience with SAP or ERP system integrations.
Previous customer service transformation or efficiency projects.
Knowledge of Italian business environment and customer service practices.
Experience with training/adoption programs.
Experience with AI Agents or related customer service automation.
Experience with existing customer service automations, including VBA or similar solutions.
Experience with Voice / Mail customer service operations or automation.
Experience with Parloa or similar sol

Salesforce Case Management Efficiency Consultant

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