Join our Consumer Care Team!
6-month internship starting between July and September 2024
Ile-de-France
On a regular Monday morning, Colette starts the date with a weekly call with the Training and Quality Team of the consumer care agency that is responsible for consumer requests within Europe. They review together the training plan, made the analysis regarding knowledge gap and set action points to improve the training materials that feeds the agents on a regular basis. Colette knows the importance of educating those agents very well since they are the frontliners of L’Oréal, our brand ambassadors. After finishing the call she starts analysing the previous week’s cases where the agents handle the consumer queries and she checks KPI’s like consumer satisfaction. She then has another weekly call with UK to discuss the improvement areas in the recent processes which agents need to follow handling different types of requests from consumers. With the country liaisons in the Europe Zone Care team where she belongs to, they discuss about new materials she designed and made a few changes in the internal tool where they upload all the documents and share with the vendor. Then she receives an email from her manager stating that she needs to start the monthly quality newsletter where they inform countries about the latest updates. Meanwhile, she continues to create documents based on the needs and with the help of IT she’s developing her knowledge on the internal tools to make the documents more agent friendly. Overall it’s a matter of consumer satisfaction, as Europe Zone Care team with many different stakeholders we’re trying to deliver the best consumer service to our clients.
By joining the Europe Zone Care team which is a part of Europe Zone D2C Operations; you will deep dive in Consumer Care and Experience, whose vision is to ‘’ Offer a consistent, meaningful and personalized conversational experience to answer each and all consumersand engage them in long lasting relationships.’’
Your internship will mainly allow you to discover these two fields:
• Knowledge base creation for Europe Zone
• Training and Quality Maintenance of the vendor
Our north star is to Create Memorable & Empowering 1:1 Brand engagement FOR OUR CONSUMERS. Your part in this mission covers; managing all stakeholders such as vendor, countries, internal teams like marketing/IT/Supply when it comes to upskilling and improving the quality by designing training materials, creating trainings, etc.
Here are some examples of missions you will have to perform:
• Keeping the track of trainings, exam results and quality KPI’s of the vendor
• Helping to create new training materials according to the needs of the business
• Helping to build the knowledge base for Europe Zone
• Preparing quarterly/bimonthly newsletters to inform Europe Zone on the current progress and sharing best practices/learnings
• Innovate, go further: bring your own ideas and impact!
Main competencies you will develop throughout your internship :
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