Internship - Global Customer Care Operations Officer H/F CMA CGM

YOUR ROLE

The Global Experience Network (GEN) unit is a global enterprise-wide organization of over 20,000 people in over 160 countries aimed to promote Customer Intimacy & facilitate Market Agility across the CMA CGM group as One Team by providing a harmonious end-to-end journey through Innovative Solutions and Enhanced Processes.
The GEN serves its internal and external customers with its Customer Care, Agency Network, Business Excellence teams whose primary goal together is to Enhance Customer Satisfaction, Contribute to develop the Business and contribute to enhance Performance and Customer Satisfaction while constantly increasing our Productivity through operational excellence.

WHAT ARE YOU GOING TO DO ?

- Purpose of the Customer Care Operations Function :
- The Customer Care Operations function serves as the backbone of the Customer Care network, acting as a crucial enabler for enhancing Agency performance. This is achieved by monitoring and driving improvements in key performance indicators (KPIs) and managing customer communication channels, thereby elevating operational management standards.
- Role of the Global Customer Care Intern :
The Global Customer Care Operations Intern is tasked with supporting the HO Customer Care Operations Management to prepare insights and analytics around several key areas of the Customer Care ecosystem. This role is responsible for preparing insights into Operational KPIs, and overall customer experience following voice of customer tools such as touchpoint survey responses and pulse surveys.
- The Intern is expected to operate as part of a unified Customer Care team, working closely and in coordination with various stakeholders. These include mainly the Head Office (HO) Customer Care team & Regional Offices (RO), but also incorporating other stakeholders such as Transformation Team, Customer Care Strategic Accounts, Customer Care Capability Development and Global Business Services.

WHO ARE WE LOOKING FOR ?

- You are currently enrolled in a Master's program (second year) or in your final year of engineering school, specializing in Supply chain or International Trade.
- You are fluent in English, both written and spoken.
- You have a strong kwnoledges of data analysis and KPI tracking.
- You have excellent interpersonal skills and are comfortable communicating in English. You are able to communicate effectively with all types of people.
- Your curiosity, dynamism, rigor and analytical skills will allow you to easily adapt to your responsibilities and this supportive team.

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