Emma is hiring a
Internship Customer Excellence

Summary

The job is a Customer Excellence Internship for the Operations team of the North/Central Europe Cluster at Emma - The Sleep Company. The intern will work on improving customer experience, define process improvements, support in CX innovation, co-create strategies, and drive customer service automation and optimization projects.

Requirements

• You are fluent in English. Other languages are an advantage
• You are passionate about customer satisfaction and driving NPS
• You are empathetic, meticulous, and willing to push the ‘extra-mile’ to put a smile on our customers’ face
• Eager to provide our customers the best pre- and post-sale Experience to convert them into ambassadors
• You are an open-minded team player
• You have analytical skills and learn quickly
• You are available for at least 6 months

Responsibilities

• Together with the team, you will work on improving the customer experience on our different channels
• You will work across functions with internal and external teams from multiple markets and define process improvements to ensure that customer service runs smoothly
• You will make independent decisions that are within your field of work
• You will support in CX innovation by doing market research and introducing methods, standards, tools, KPI benchmarks
• You will co-create strategies and implement improvements in CSAT and NPS for multiple markets
• You will drive customer service automation and optimization projects by improving processes or enhancing IT systems
• Your goal through the execution of a use case roll out will be to showcase to the wider business the powerful capabilities of an integrated customer excellence, CRM, customer interaction automation and self-service products
• You will run validation of user stories, implementation, testing and designing with markets

Preferred Qualifications

• At best you gained first practical working experience in IT planning areas
• You have experience of working in depth with MS-Suite, Office 365
• You have knowledge of working with CRMs, helpdesks, project management tools & solutions are an advantage

Benefits

• A combination of personal and company growth to accelerate your career and help you reach your goals
• The chance to work on exciting and challenging projects either independently or as part of a dedicated, international team
• Responsibility and decision-making authority from day one—you'll create an impact with new, innovative ideas and help shape our company DNA
• To work and learn from experts in diverse fields and get to know your team members at exciting company events
• Competitive salary of 965€ gross per month, Coverflex, benefits, and meal allowance
• Private health insurance including dental care
• Employee discount on Emma products for yourself, friends and family
• In-house Portuguese classes