Salesforce Developer - Service cloud and Surveys

AXA Global Business Services (AXA GBS); Bengaluru; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

AXA Global Business Services (AXA GBS) in Bengaluru is seeking a Salesforce Service Cloud & Surveys Consultant with hands-on experience in implementing and supporting Service Cloud and Salesforce Surveys. The role focuses on designing customer service workflows, survey management, and automation to enhance customer experience and operational efficiency.

You will configure Service Cloud features, manage surveys, build reports and dashboards, and integrate surveys with cases and contacts.

Qualifications

• Strong experience implementing and supporting Salesforce Service Cloud.
• Hands-on experience configuring Salesforce Surveys.

Responsibilities

• Configure and customize Salesforce Service Cloud functionalities, including Case Management, Service Console, Omni-Channel Routing, Knowledge Management, Entitlements & Milestones, Email-to-Case and Web-to-Case, Queues and Assignment Rules.
• Gather, analyze, and document business requirements for Service Cloud and Surveys initiatives.
• Design and implement scalable Service Cloud solutions to enhance customer experience and operational efficiency.
• Create and maintain custom objects, fields, page layouts, validation rules, Flows, and approval processes.
• Develop reports and dashboards to track service metrics and agent performance.

Skills

Salesforce Service Cloud

Salesforce Surveys

Tools

Flow Builder

Job description

We are looking for a Salesforce Service Cloud & Surveys Consultant with hands-on experience in implementing and supporting Service Cloud solutions and Salesforce Surveys. The ideal candidate should be skilled in designing customer service workflows, survey management, customer feedback programs, automation, and reporting to enhance customer experience and operational efficiency.

Key Responsibilities

Salesforce Service Cloud

• Configure and customize Salesforce Service Cloud functionalities, including Case Management, Service Console, Omni-Channel Routing, Knowledge Management, Entitlements & Milestones, Email-to-Case and Web-to-Case, Queues and Assignment Rules.
• Gather, analyze, and document business requirements.
• Design and implement scalable Service Cloud solutions.
• Create and maintain custom objects, fields, page layouts, validation rules, Flows, and approval processes.
• Develop reports and dashboards to track service metrics and agent performance.
• Support integrations with third-party applications and enterprise systems.
• Design, configure, and deploy Salesforce Surveys for customer feedback programs such as CSAT, NPS, CES, and Employee Satisfaction Surveys.
• Automate survey invitations using Flow Builder and Salesforce automation tools.
• Manage survey distribution, response tracking, and survey analytics.
• Integrate survey responses with Cases, Contacts, Accounts, and Service Cloud processes.
• Build dashboards and reports to analyze customer feedback and identify improvement opportunities.
• Support customer experience initiatives through actionable survey insights.

Required Skills

• Strong experience in Salesforce Service Cloud implementation and support.
• Hands-on experience with Salesforce Surveys configuration and management.