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Internship Digital Commerce - Consumer Services
Nike
Hilversum, , Netherlands
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Description
In the Digital Commerce – Consumer Services Internship, you will be supporting the Nike Service Experience Team in monitoring and controlling the interactions between consumers and our contact center from a Quality and Training perspective. In addition, you will also assist the Content Writers, to keep our internal knowledge base up to date to support our customer service representatives.
• Analyzing consumer comments and providing feedback to our contact center, identifying knowledge gaps and coaching opportunities;
• Assessing and measuring quality of interaction between customer service representatives and consumers against key quality metrics;
• Reviewing and improving communication used in the contact center that will impact the consumer experience;
• Analyzing top contact drivers and identify opportunities to improve the consumer experience;
• Supporting the Content Writers in keeping the internal knowledge base tool up to date with current product and process information;
• Roll our rewards and recognition plans to all contact centers.
Qualifications
• Education: 3rd/4th year student within Business Administration, Management, Psychology or other related faculty;
• Fluency in English, with excellent verbal and written communication skills;
• Proficient with Microsoft Office products (Outlook, Word, Excel, & Power Point);
• Strong customer service and networking skills;
• Ability to work in complex environment with multiple stakeholders;
• strong organizational skills and the ability to prioritize a varied workload;
• Academic, volunteering or previous internship experiences related to the position are a plus (please include in your CV).
In order to be eligible for an internship, you must:
• Have an active student status for the whole duration of the internship (enrolled in a university/higher education institution);
• Have an EU passport or an EU work permit.
Start date: August 1st, 2017
Duration: 6/12 months
This internship is open to students outside of the Netherlands.
HOW TO APPLY?
Click on the ‘Apply now’ button to submit your CV and MOTIVATION LETTER in English, no later than the closing date of March 31st.
Suitable candidates will be contacted by the middle of April for the first stage of the selection. The final interviews will take place during April and May.