25 ago - Milano
Seargin
Location
Milan
Country
Italy
Form of employment
B2B
Experience level
Senior
Responsibilities
- Workflow Analysis
- Observe and document customer service workflows using Salesforce case management across email and voice channels.
- Process Mapping
- Map current processes, pain points, system interactions, and unnecessary steps affecting agent productivity.
- Integration Assessment
- Identify system switching, integration gaps, and additional work caused by disconnected Salesforce and other business systems.
- Diagnostic Evaluation
- Assess adoption, training effectiveness, technology gaps, and opportunities for quick wins or structural improvements.
- Automation Assessment
- Review existing back-office processes and automations to identify opportunities for future customer service automation.
- Recommendations & Productivity Analysis
- Propose process, technology, integration, adoption, and training improvements while assessing productivity gains, feasibility, and scalability.
- AI Roadmap Support
- Provide insights supporting the future expansion of Voice and Mail AI Agents and related customer service automation.
Requirements
- Consulting Experience
- Proven experience in business process optimization, operational efficiency, or systems consulting within complex environments.
- Customer Service Operations
- Hands-on experience in back-office customer service environments with practical understanding of agent workflows.
- Salesforce Knowledge
- Familiarity with Salesforce, case management systems, CRM implementations, and customer service technology processes.
- Workflow Analysis Skills
- Strong ability to observe, document, analyze, and synthesize operational workflows into actionable insights.
- Analytical Problem Solving
- Ability to identify inefficiencies, integration gaps, productivity barriers, and realistic opportunities for improvement.
- Communication Skills
- Excellent written and verbal communication skills for presenting findings and recommendations to leadership.
- Italian Language Skills
- Fluent Italian required for on-site engagement in Milan and effective communication with customer service teams.
What we offer
- B2B Contract
- Employment based on a B2B contract
- Stable and Dynamic International Firm
- Opportunity to work in a stable, dynamically developing international company
- Engaging Projects and Latest IT
- Chance to participate in interesting projects and work with the latest information technologies
- Competitive Rates
- Attractive remuneration rates offeres
- Renowned International Projects
- Involvement in the most prestigious international project
- MultiSport and Private Medical Care
- MultiSport and Private Medical Care
Nice to have
- ERP Integration Knowledge
- Experience with SAP or other ERP system integrations supporting customer service operations.
- Transformation Experience
- Previous experience delivering customer service transformation or operational efficiency improvement projects.
- Automation Experience
- Experience with customer service automations, including VBA or similar solutions, and related process optimization.
- AI & Voice Automation
- Experience with AI Agents, Voice/Mail automation, or customer service automation platforms and solutions.
- Training & Adoption
- Experience supporting training, technology adoption, and change initiatives within customer service organizations.
- Italian Market Knowledge
- Knowledge of the Italian business environment and customer service practices.
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