Dtc - Customer Satisfaction Intern
1 mese fa
**Looking to be part of the development of a major global player in mountain sports?**
- Founded in the French Alps, Rossignol has been inspiring the mountain experience since 1907. We continue our heritage through the development of our ski, mountain bike, outdoor equipment and têxtile ranges._
- Our ambition is to be the benchmark for mountain sports in both summer and winter._
In our Milan office, in an international context, we are looking for a **DTC - Customer Satisfaction intern (M/W) in Milan **
***
**Join our exciting journey and let's create the most exceptional outdoor experiences in all seasons **
***
**Your Role**:
The Customer Satisfaction intern will be part of the Direct-to-Consumer team and will be providing excellent customer service to our clients for various brands of our Group across all European markets; Rossignol, Dynastar, Look, Lange. He/She will support our external Customer Service agency and execute tasks and projects for overall experience improvements through data and flows analysis.
You will have the chance to work closely with CS and E-commerce team and be trained on tools and best practices for customer management and E-commerce Operations.
***
**Your missions will include**:
- Replying to level 2 escalations from external customer service agency, enabling them to proactively deliver on-going customer service excellence.
- Contribute to customer satisfaction by providing problem-solving resources to the Customer Service.
- Improve customer service quality results by studying and suggesting processes as well as monitoring and analyzing results with the outsourced partner.
- Monitor online brand reputation, investigate negative reviews and provide resolution.
- Research customer issues associated with billing, shipping, returning products utilizing internal tools and resources to identify solutions.
- Support the Customer Satisfaction manager in daily tasks and analysis throughout technical platforms (i.e: monthly report, check daily shipments, open lost parcel cases).
- Support our Warehouse in operative tasks linked to B2C orders (return creation, stock shortage, stuck orders),
**Your Key Relationships**:
- External Customer Service agency
- Logistics department
- eCommerce Team & After-Sales
- CRM
**Your profile**:
**Your Skills**:
- Educational path including customer relationship management preferred
- You have solid knowledge of Microsoft Office products
- You are fluent in French and English. Italian or German will be a plus
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**About you**:
- You have a strong interest to customer needs and satisfaction
- You are motivated to learn more about ECOM, CS platform and tools (ERP, Salesforce, Airtable, Payment Provider Platforms)
- You are positive, forward-looking mindset and team spirit
- You are fast learner and self-motivated
- You are hands on approach and willing to handle work independently.
- You have strong problem-solving and critical thinking skills
**You can start in September (for 6 months)**
***
**Joining the Group and its Rossignol brands also means**:
- Continuing your career growth thanks to managers who care about the well-being and skills development of their teams, in particular through innovative projects.
- Telecommuting authorized to preserve work-life balance
- Committing to cultural diversity, gender equality, and supporting the employment of disabled workers within our company.
- Being proud to work for a responsible company committed to sustainability.
- Enjoying attractive prices on our brand, meal vouchers, and much more.
**Job Type**: Internship
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