- Advanced customization of Salesforce Service Cloud, including complex custom objects, fields, record types, page layouts, and Lightning components. Utilize process builder, flow, and workflow rules for automation.
- Implement case management solutions, configuring case milestones to track SLA compliance and ensure timely case resolution.
- Tailor the Service Cloud Console for optimal agent productivity, including integration with telephony, chat systems, and third-party applications.
- Implement and optimize Omni-Channel Routing for effective distribution of customer inquiries across multiple channels.
- Build and manage an extensive Salesforce Knowledge base, ensuring it is accessible and useful for both agents and customers.
- Configure and deploy Einstein Chatbots to automate customer interactions, integrate with existing workflows, and provide AI-driven responses.
- Develop complex reports and dashboards to monitor key service metrics, leveraging Salesforce's advanced analytics capabilities.
- Integrate Salesforce Service Cloud with various external systems using APIs, middleware, and Salesforce connectors, ensuring seamless data exchange and functionality.
- Oversee data import, export, and quality, implementing best practices for data governance within Salesforce.
- Ensure the implementation adheres to security protocols, sharing rules, and compliance standards.
- Bachelor's degree in computer science, Information Technology, or related field.
- Required certifications: Salesforce Administrator and Salesforce Service Cloud Consultant.
- Salesforce Developer certification is highly desirable.
- Minimum of 3 years of experience with Salesforce Service Cloud.
- Proficient in Salesforce declarative programming, administration, and Apex, SOQL, Visualforce (preferred).
- Strong problem-solving skills and the ability to work in a collaborative team environment.
- The opportunity to shape the future of fashion with a dynamic & autonomous multinational team
- Big potential for personal growth, training, and further development of skills
- Attractive employee discounts across our brands
- Competitive salary
- The latest technology tools
- Non-stop learning
- 365 days of loving what you do
Salesforce Service Cloud Consultant - Dubai, United Arab Emirates - Ounass
Description
If you are passionate about fashion and love technology, here is your opportunity to be working with the coolest digital e-commerce team in the Middle East, serving all your fashion needs in one place
Ounass is your one-stop destination for all things luxury making it The Definitive Home of Luxury. It's our homegrown, local, e-commerce platform catering to Middle Eastern customers across a realm of axes such as - Fashion consisting of Womenswear, Menswear & Kidswear, Beauty, Watches, Home & Jewelry.
At Ounass, we strongly believe that our culture is what brings us together and helps us succeed. We strive to be the leading luxury technology platform in the Middle East region, making sure we're the first choice for our customers. We're highly customer focus driven, ensuring that both our customers and employees are the core of the business. We're recognized for our incredibly fast 2 hours delivery services within Dubai, while also providing a fabulous and dedicated Personal Shopping service for our VIP clientele.
We fall under the umbrella of a distinguished Al Tayer Group and are based in the ever happening and multi-cultural city of Dubai, United Arab Emirates. We currently are a growing family of 400 employees spread across the globe – UAE, United Kingdom, Turkey, Portugal, Ukraine, and Sri Lanka. Ounass focuses and emphasizes having a highly diverse and inclusive team consisting of 34 different nationalities, ensuring a strong cultural foothold. Our young, vibrant, and growing team of 400 is extremely ambitious and is constantly innovating while growing the brand name and position together as a team.
We are currently looking for a Salesforce Service Cloud Consultant to join the team on a 6 month contract. In this role you will be responsible for developing sophisticated customer service solutions on the Salesforce platform. This role requires a deep technical understanding of Salesforce Service Cloud, coupled with practical experience in implementing, configuring, and maintaining complex service solutions to enhance customer experience and operational efficiency.
What you'll be doing:
Customization and Configuration:
Case Management and Milestones:
Service Cloud Console Customization:
Omni-Channel Routing:
Knowledge Base Development:
Einstein Chatbot Configuration:
Advanced Reporting and Analytics:
System Integration:
Data Management and Quality:
Security and Compliance:
What we are looking for:
What is in it for you