Salesforce Consultant Service Cloud

As a Salesforce Consultant specialising in Service Cloud, you will work closely with clients to transform their customer service operations using Salesforce’s industry-leading tools. You’ll play a key role in designing, configuring, and delivering tailored solutions that improve efficiency, customer satisfaction, and Agent productivity. You’ll support a wide variety of clients across industries, helping them get the most out of Service Cloud’s powerful capabilities.

• Implement features such as Case Management, Omni-Channel Routing, Knowledge, and Entitlements
• Translate business requirements into scalable Salesforce configurations and workflows
• Collaborate with cross-functional teams to deliver high-impact projects on time
• Conduct workshops and training sessions for users and stakeholders
• Support go-lives and post-deployment enhancements
• Document solutions and contribute to internal best practices and knowledge sharing

• 2-3 years of hands-on experience implementing Salesforce Service Cloud
• Strong understanding of service processes such as case lifecycle, SLAs, escalation, and support metrics
• Experience with features such as Omni-Channel, Knowledge Base, Macros, and Email-to-Case
• Ability to translate business requirements into functional and technical solutions
• Strong communication and stakeholder management skills
• Salesforce certifications such as Service Cloud Consultant or Administrator are a plus
• Experience with automation tools like Flows and OmniStudio is advantageous
• AI is not a trend for you, but a firmly established part of how you work. You use AI tools confidently and enjoy continuously discovering new possibilities and integrating them into your everyday work