Internship - Project Manager - Customer Satisfaction H/F CMA CGM

YOUR ROLE

The intern will join the eCommerce Customer Support team within the Digital Agency department.
Customer Support is one of the five verticals that make up the eCommerce department, where it organises the activities and tools needed to provide the group's digital customers with the support they need for their online business.
The internship involves designing and implementing a framework for evaluating and improving customer satisfaction in the context of eCommerce Customer Support activities.

WHAT ARE YOU GOING TO DO ?

1 - Mission and Responsibilities / Tasks:

- Design and implement a framework to assess customer satisfaction with the online support services provided by the eCommerce department (support requests, FAQ content, interactions with the chatbot, live chat interactions).
- Define indicators and KPIs to effectively measure customer experience and satisfaction.

2 - Evaluating the Effectiveness of FAQs:

- Develop a methodology to evaluate the relevance and accuracy of FAQ content by analysing traffic, customer habits, surveys and feedback.
- Identify gaps in content and recommend updates to improve usefulness and effectiveness.

3 - Analysis of Chatbot Interactions for Future Improvements

- Conduct an in-depth analysis of chatbot conversation logs to identify recurring issues, unmet needs, and emerging trends.
- Identify areas for improvement in the tool to meet customer expectations and enhance its integration into the digital e-commerce landscape.

4 - Analysis of Customer Feedback

- Define and implement a methodology for analysing customer feedback on support requests.
- Analyse survey results and feedback data to identify key satisfaction factors and areas for improvement.

5 - Stakeholder Reporting and Engagement

- Prepare detailed reports and visualisations of findings and recommendations.
- Collaborate with cross-functional business and IT teams to implement improvements.

WHO ARE WE LOOKING FOR ?

- You are currently enrolled in a Master's degree programme in MIAGE, Commerce, Marketing.
- We are looking for an intern with a background in business/organisation management and knowledge of IT and AI tools for marketing and customer satisfaction. Ideally, you will have some experience working in an international company.
- You are fluent in English, both written and spoken.
- You understand customer satisfaction metrics such as CSAT, NPS and CES.
- You are familiar with content quality assessment methods and best practices for knowledge bases/FAQs.
- You are familiar with how chatbots, conversation analysis and AI-based customer support systems work.
- You are comfortable in interpersonal relationships and have no barrier to expression when dealing with all types of interlocutors.
- Curious, innovative and with an appetite for data science, you use your strengths to benefit the team.

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