Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want your help to pull it off.
We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.
Customer Excellence Internship for our Operarations team of the North/Central Europe Cluster.
What you'll do:
Together with the team, you will work on improving the customer experience on our different channels.You will work across functions with internal and external teams from multiple markets and define process improvements to ensure that customer service runs smoothly.You will make independent decisions that are within your field of work .You will support in CX innovation by doing market research and introducing methods, standards, tools, KPI benchmarks.You will co-create strategies and implement improvements in CSAT and NPS for multiple markets.You will drive customer service automation and optimization projects by improving processes or enhancing IT systems.Your goal through the execution of a use case roll out will be to showcase to the wider business the powerful capabilities of an integrated customer excellence, CRM, customer interaction automation and self-service products.You will run validation of user stories, implementation, testing and designing with markets. Who we're looking for:
You are fluent in English. Other languages are an advantage.You are currently pursuing a bachelor's or master's degree in Information Systems, Business Administration, Computer Science, or a related field.You demonstrate a strong interest in technology, with the ability to quickly learn new tools, and familiarity with customer service or CRM systems like Zendesk or Salesforce is a plus.You possess a basic understanding of customer service workflows, with experience in a customer-facing role considered a bonus.You excel in problem-solving, attention to detail, communication, collaboration, and initiative.As a plus, you have knowledge of Sprinklr or similar platforms, an understanding of social media platforms and their integration with customer service or basic programming or scripting skills (e.g., Python, SQL, JavaScript).You are available for at least 6 months. What we offer:
A combination of personal and company growth to accelerate your career and help you reach your goals.The chance to work on exciting and challenging projects either independently or as part of a dedicated, international team.Responsibility and decision-making authority from day one—you'll create an impact with new, innovative ideas and help shape our company DNA.To work and learn from experts in diverse fields and get to know your team members at exciting company events.Competitive salary of 965€ gross per month, Coverflex, benefits, and meal allowance.Private health insurance including dental care.Employee discount on Emma products for yourself, friends and family.In-house Portuguese classes.
