Parfums De Marly

JOB TITLE: Customer Care Intern

Location: Hoboken

Type of contract: Intern

Reports to: Customer Care Manager

ABOUT THE ROLE

As part of the Parfums de Marly and Initio Parfums Privés teams, you will play a key role in the management of customer relationship activities, mainly for the US region. Your mission will be to ensure that every interaction with our customers reflects the excellence and luxury that characterizes our brands, thus offering a unique experience that lives up to our quality standards.

KEY RESPONSABILITIES

• Respond with responsiveness and precision to our customers' requests via our Zendesk customer relations platform, as well as on social networks (Instagram & Facebook), embodying the Maison's DNA in each exchange.
• Collaborate daily with internal teams (logistics, e-commerce, quality, warehouse) in order to efficiently resolve requests and ensure rigorous follow-up.
• Contribute to the monitoring and analysis of the department's KPIs, as well as to the structuring of the Voice of Customer in order to identify the levers for improvement.
• Identify recurring issues and actively participate in process optimization.
• Actively monitor the best practices in the sector, particularly in the luxury sector, and make recommendations to

PROFILE & COMPETENCIES

• You have excellent interpersonal skills
• You are known for your thoroughness
• You have an analytical mind
• You are organized and prioritized in a dynamic environment
• You are proactive
• You are adaptable and responsive
• Higher education such as University or Business School, communication specialty or equivalent
• A first experience in an internship in customer service or in a premium/luxury world
• You are comfortable with computer tools (Microsoft Office Pack) and social networks, you have a natural appetite for digital environments
• Mastery of a ticketing tool (ideally Zendesk) as well as an ERP such as Shopify or SAP would be highly appreciated
• Fluent in English essential