Digital Operations & Customer Satisfaction Intern

Description du poste:

Want to contribute to the growth of a major global player in mountain sports?
Founded in the French Alps, Rossignol has been inspiring the mountain experience since 1907. We carry on our legacy through the development of our ski, mountain bike, outdoor equipment and apparel collections.
Our ambition is to be the benchmark for mountain sports in both summer and winter.
In Milan, within an international environment, we are looking for a Digital Operations & Customer Satisfaction Intern from September for 7 months!
Join our exciting journey and help us create unforgettable outdoor experiences year-round!

The Digital Operations & Customer Satisfaction intern (M/W) will be part of the Direct-to-Consumer team and will be providing excellent Customer Service and operational support to our E-commerce and Marketplace clients for Rossignol Group across all European markets and brands (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.
The intern will have the chance to work closely with CS, Operations and Digital Teams and be trained on tools, learn best practices for Customer Management and E-commerce Operations.

Your missions will include :
* Reply 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 Customer Service.
* Improve Customer Service quality results by studying and suggesting processes as well as monitoring and analyzing results with the outsourced partner.
* Support our Warehouse in operative tasks related to online orders (return creation, stock shortage, stuck orders),
* Monitor online brand reputation, investigate negative reviews and provide resolution.
* Identify solutions to address customer issues associated with billing, shipping, and returning products utilizing internal tools and resources.
* Support the Digital Operations & Customer Satisfaction Manager in daily tasks and analysis throughout technical platforms (i.e.: monthly/weekly report, return management, open lost parcel cases).
* Update website FAQ and Service contents in Salesforce to support the business.

About you :
* Educational path including customer relationship management preferred.
* Strong problem-solving and critical thinking skills
* Strong commitment to customer satisfaction
* Usage of Microsoft Office products, in particular Excel deep knowledge.
* Fluent in Italian and English. French will be a plus.
* Hands-on approach and willing to handle work independently.
* Fast learner and self-motivated
* Positive forward-looking mindset and team spirit
* Motivated to learn more about E-commerce, Marketplace, CS platform and tools (ERP, Salesforce, Payment Provider Platforms)

Joining the Group and its Rossignol brands also means :
* Continuing your career growth thanks to managers who care about the well-being and the development of their teams' skills, in particular through innovative projects
* Committing to cultural diversity, gender equality, and supporting the employment of people with disabilities within our company.
* Being proud to work for a responsible company committed to sustainability.
* Being part of a renovated and friendly office in Milan.
* Enjoying attractive prices on our brand, and much more