- Definition of Customer Service models to support omnichannel strategy in synergy with involved functions such as: Marketing, Sales, Logistics and Contact Center
- Development of innovative customer relationship models through the use of new technologies, online services and social channels
- Use of relevant data from CRM to understand the customer and support a predictive and proactive strategy, thanks also to new technologies and artificial intelligence
- Definition of technologically evolved Internal Processes in line with customer care service innovation strategies.
- Optimization of Customer Care/Contact Center organizational structure to ensure continuity of quality service in relation to business strategy, budget and customer satisfaction
- Defining KPIs and reporting aimed at verifying the proper functioning of the structure and customer satisfaction and implementing corrective measures in a timely manner
- Support in defining upskilling paths for upgrading and developing facility skills
- Identification, implementation and promotion of industry best practices.
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Customer Services/Omnichannel Operations Transformation - Milano, Italia - Pricewaterhousecoopers International
Descrizione
Today, companies are experiencing unprecedented digital growth, operating in an increasingly complex, digitized, rapidly changing and interconnected world.In this context, Customer Service is assuming a key role in implementing innovations to understand people's needs and desires, analyze information and ensure a cross-channel, personalized and satisfying customer experience.
We are looking for a Manager/Senior Manager who is passionate about customer service topics with a desire to stay on top of Customer Service issues through innovative digital solutions and new organizational trends.
In this role, you will work on a dynamic mix of projects supporting our clients in evolving Customer Service strategy and challenges related to customer retention, such as:Your unique strengths You have always dreamed of making a difference and helping companies design their futureA bachelor's degree and at least 5 years of work experience in Customer Service, Contact Center, CRM Technologies, Channel Marketing, Digital Marketing or Customer Experience.
You have experience in consulting or Customer Service functions in structured companies adopting innovative solutionsYou are familiar with leading Customer Care/Contact Center practices and technologies aimed at helping drive customer-centric solutions.
Familiar with key processes in the field (e.g., order management, customer master data management, transportation document/bill management, shipping support, claims, ...)You are familiar with Salesforce and/or other CRMs and tools supporting Customer Service.
You have experience in defining and implementing initiatives to innovate how customers interact with the company on different channels:traditional, self-service and digital channels.
You have experience in managing peopleYou have strong problem solving and problem solving skills, excellent creative, analytical and process designYou speak and write in English fluentlyYou are pragmatic and willing to put yourself out there by taking on challenges in different areas thus enhancing your skillsFinding functional and innovative solutions to complex projects is a challenge you cannot give upTechnology and its tools are your forte and you are curious to continue improving your digital skillsYou are a team worker and have excellent interpersonal and communication skills in both face-to-face and remote relationshipsYou know how to work in smart-work and are able to organize by objectives while keeping your motivation highYou always have your suitcase packed, even for a business trip, and are motivated by consulting workIf you have these characteristics, PwC Advisory consisting of more than 2,700 professionals is the right place for you.
Join our team You will immediately feel at home and have the opportunity to make a difference by contributing to the growth of the Strategy, Management, Technology and Risk Consulting areas.
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