Customer Excellence Intern

Ready to lead, disrupt and reinvent the sleep industry?We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day. At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happenWhat 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 passionate about customer satisfaction and driving NPS.You are empathetic, meticulous, and willing to push the ‘extra-mile’ to put a smile on our customers’ face.Eager to provide our customers the best pre- and post-sale Experience to convert them into ambassadors.At best you gained first practical working experience in IT planning areas.You have experience of working in depth with MS-Suite, Office 365.You have knowledge of working with CRMs, helpdesks, project management tools & solutions are an advantage.You are an open-minded team player.You have analytical skills and learn quickly.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.Become an EmmieEmma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up. ​We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible