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Job Brief
We’re looking for an experienced and results-driven Customer Service Consultant to help our clients improve their customer service operations.
The ideal candidate will have a strong background in customer service, excellent analytical and problem-solving skills, and a passion for delivering exceptional customer experiences.
Responsibilities
- Analyze client customer service operations and identify areas for improvement
- Develop and implement strategies to improve customer satisfaction, first call resolution, and net promoter score
- Conduct workshops, training sessions, and coaching programs to improve client customer service skills and knowledge
- Collaborate with clients to develop and implement customer service policies, procedures, and standards
- Analyze and report on key performance indicators (KPIs) such as customer satisfaction, first call resolution, and net promoter score
- Stay up-to-date with industry trends, best practices, and new technologies to continuously improve customer service operations
- Develop and maintain strong relationships with clients to ensure long-term partnerships
- Identify and pursue new business opportunities to grow the customer service consulting practice
Requirements and Skills
- Bachelor's degree in Business Administration, Communications, or a related field
- At least 5 years of experience in a customer service environment, with a proven track record of achieving performance targets
- Excellent analytical, problem-solving, and communication skills
- Strong knowledge of customer service principles, practices, and technologies
- Experience with customer service software, technology, and systems, such as CRM, ticketing systems, and chat platforms
- Ability to work independently and as part of a team, with a focus on achieving results and meeting deadlines
- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences
- Ability to travel up to 50% of the time to meet with clients and conduct on-site consulting engagements
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
Frequently Asked Questions
What is a Customer Service Consultant?
A Customer Service Consultant is a professional responsible for analyzing and improving customer service operations, developing strategies to enhance customer satisfaction, and providing expert advice to organizations on customer service best practices.
What does a Customer Service Consultant do?
A Customer Service Consultant is responsible for:
- Assessing customer service operations
- Identifying areas for improvement
- Developing strategies to increase customer satisfaction and loyalty
- Providing training and coaching to customer service teams, developing customer service policies and procedures, and implementing customer service metrics and benchmarks.
What should you look for in a Customer Service Consultant resume?
When reviewing a Customer Service Consultant resume, consider:
- Consulting experience: Look for experience in a consulting role, preferably in customer service or a related field.
- Customer service expertise: The ability to analyze customer service operations and develop strategies to improve customer satisfaction is essential.
- Communication skills: Excellent communication and interpersonal skills are necessary to interact with clients, stakeholders, and customer service teams.
- Analytical skills: The ability to analyze data, identify trends, and develop data-driven solutions is critical.
- Certifications: Consider certifications such as Certified Customer Service Consultant (CCSC) or Certified Customer Experience Professional (CCEP).
- Industry knowledge: Familiarity with industry-specific customer service best practices and regulations is important.