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 textile ranges.
Our ambition is to be the benchmark for mountain sports in both summer and winter.
Based in Milan, in an international context we are looking for a Customer Satisfaction Intern.
Join our exciting journey and let's create the most exceptional outdoor experiences in all seasons !
Let’s join our ambitious collective adventure and play together to build the best outdoor experiences in all seasons!
The Role :
The Customer Satisfaction intern will be part of the Direct-to-Consumer team and will be providing excellent customer service to our ecommerce and marketplace clients as well as operational support for 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.
The intern will have the chance to work closely with CS and Digital teams and be trained on tools, learn best practices for customer management and E-commerce Operations.
Key Responsibilities :
- 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.
- Support our Warehouse in operative tasks linked 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, returning products utilizing internal tools and resources.
- Support the Customer Satisfaction manager in daily tasks and analysis throughout technical platforms (i.e: monthly report, check daily shipments, open lost parcel cases).
Key Relationships :
- External Customer Service agency
- Logistics department
- eCommerce Team & After-Sales
- Marketplace Team
- IT/Product owner team
Profile :
- Educational path including customer relationship management preferred.
- Strong problem-solving and critical thinking skills
- Strong interest to customer needs and satisfaction
- Knowledge of Microsoft Office products
- Fluent in French and English. Italian 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 ECOM, Marketplace, CS platform and tools (ERP, Salesforce, Airtable, 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 skills development of their teams, in particular through innovative projects
- 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.
- Being part of a friendly and dynamic office in the heart of Milan.
- Enjoying attractive prices on our brand, and much more.