Internship - Customer Service Officer

il y a 2 semaines

Marseille, Provence-Alpes-Côte d'Azur, France CMA CGM Temps plein

Job description:

YOUR ROLE

The Customer Care Europe department at the Regional Office Europe oversees the performance and harmonisation of customer care processes in European branches. It works closely with central headquarters teams and local branches to ensure a smooth, consistent and measurable customer experience across the continent. This division acts as a strategic link between global headquarters and field agencies to ensure operational excellence and customer satisfaction.

The intern will participate in the continuous improvement of carrier haulage processes and performance in Europe through mapping, analysing and optimising processes and monitoring customer satisfaction indicators (NPS, CSAT), in conjunction with the digitalisation and simplification of customer journeys.

WHAT ARE YOU GOING TO DO ?

  • Map import/export and carrier haulage processes in the various European agencies.
  • Design and propose 'TO-BE' process improvements to enhance efficiency and harmonisation.
  • Contribute to the definition of KPIs and the implementation of performance dashboards.
  • Monitor and analyse customer satisfaction indicators (NPS, CSAT) and identify areas for improvement.
  • Collaborate with regional and local teams to deploy new tools, RACI and best practices.

Profile description:

WHO ARE WE LOOKING FOR ?

  • You are currently enrolled in a Master's degree programme in logistics.
  • Ideally, you have some initial experience in a business environment.
  • You are fluent in written and spoken English.
  • You are proficient in Microsoft Office and other office software.
  • You are comfortable in interpersonal relationships, have excellent interpersonal skills and are able to communicate easily with all types of people.
  • You are rigorous and analytical, and your proactivity, autonomy and team spirit will enable you to adapt easily to this supportive team.

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