INTERNSHIP - Customer Service Analysis and Productivity Officer

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Your Missions

Within this department, your role is to provide support and analysis to optimize the performance of the customer service department worldwide through productivity management, data-driven decision making, and performance monitoring.

What Will You Do?

Maintain Customer Contacts: Manage customer contact data in the NOVA system, ensuring all records, interactions, and reports are accurate and up-to-date.

Data Audits and Integrity: Perform regular data checks and cleaning tasks to ensure data accuracy, focusing on managing contacts and queues. Report any discrepancies to the operations management team.

Data Consistency: Help ensure consistent and accurate management of customer support data within teams by following established guidelines.

Analysis and Monitoring: Use analytical tools to monitor key data points such as customer interactions, service levels, and resolution times to assist in data-driven decision making.

Data Quality Improvement: Identify data discrepancies and work to resolve them to maintain report quality.

Dashboard Maintenance: Assist in creating and updating real-time dashboards to track customer service indicators, improving decision-making and daily operations.

What Are We Looking For?

You have a higher education background equivalent to BAC+5 from a university or business school with a specialization in data management, statistics.

You are proficient in computer tools (Excel, Word, Internet, Outlook, etc.) and have good IT adaptability skills.

You have skills in data management (database or CRM platforms such as Salesforce).

You have problem-solving skills.

You have technical skills in dashboard tools.

You are bilingual in English, able to read, write, and communicate with English-speaking colleagues.

You demonstrate autonomy and rigor.

You have a team spirit, good interpersonal skills, and excellent communication.

General Information

Location: Marseille, France, 13

Duration of Internship: 6 months

Travel: None

Find out more about CMA CGM Group's Sustainable Development approach and net zero carbon emissions by 2050 ambition.
Find out more about CMA CGM exceptional work environment.
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