Industry, Machinery & Plant Engineering
Freelance · ConsultingHybrid
Senior Consultant, Customer Service Optimization, France (Fluent in French) – (m/f/d)
Key facts
- Start
- 11/2026
- Duration
- 6 months+
- Work mode
- Hybrid
- Location
- Paris
- Workload
- 100 %
- Contract type
- Freelance · Consulting
Project description
Introduction
An established B2B company based in France operates its customer service through a dedicated customer service unit. The company is seeking an assertive consultant with several years of experience who can work with the on-site teams to drive optimization in a structured manner.
Responsibilities
- Backlog Reduction: Analyze causes, segment backlogs, and develop a robust reduction plan with target metrics.
- Shorter processing times for cost inquiries: Document current processes with on-site teams, eliminate bottlenecks and media breaks, and define new service standards.
- Jointly identify and implement quick wins, prioritized by effort and impact.
- Digitalization of customer communication: Define requirements, use cases, and priorities for tools and workflows, and support their implementation.
- Establish clear management structures with roles, responsibilities, dashboards, and regular management meetings.
- Support team leaders and employees throughout the change process to ensure the measures have a lasting impact.
Requirements
Must-have
These criteria are required for the project.
- Fluent in spoken and written French
- Several years of experience in optimizing customer service units or customer service in a B2B environment
- In-depth knowledge of cost inquiry processes and backlog management
- Experience in process analysis and optimization (e.g., Lean, Six Sigma, value stream mapping)
- Assertive, structured approach to work with clear communication at both the management and team levels
- Willingness to work 4 days per week on-site in France
Nice-to-have
Not required, but a plus for your application.
- Experience with digital transformation projects in customer care (CRM, workflow tools, automation)
- Experience with change management in multilingual teams
- Knowledge of workforce management and service-level management
Skills
- Callcenter-Optimierung
- Backlog-Management
- Kostenanfragen-Prozesse
- Prozessoptimierung
- Lean
- Digitalisierung Customer Care
- Französisch
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