Internship - Global Customer Care Operations 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 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.

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.
91,3% of our interns and apprentices recommend CMA CGM Group for a professional experience!

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