As a Digital Operations & Customer Care Intern, you will contribute to delivering a smooth and high-quality online shopping experience by combining operational support with direct customer interaction. You will be involved in both order management and customer care activities, working closely with cross-functional teams.
KEY RESPONSIBILITIES
Order Management & Customer Support
- Monitor and manage online orders, identifying and resolving any issues or discrepancies.
- Support Customer Service in handling customer inquiries related to orders, returns, refunds, and shipments.
- Communicate directly with customers regarding order updates, delays, or issues.
- Handle cancellations, order modifications, and post-purchase requests.
MAIN ACTIVITIES
- Ensure a positive, empathetic, and solution-oriented customer experience.
- Manage complaints and escalations, coordinating with internal teams for timely resolution.
- Collect customer feedback and identify opportunities to improve service quality.
- Support the creation of guidelines and best practices for Customer Care.
- Handle order processing errors within the OMS and support boutiques.
- Coordinate product transfers to complete customer orders.
- Monitor operational performance and contribute to reporting activities.
- Support the rollout of omnichannel initiatives across digital and retail.
Cross-Functional Collaboration
- Work with IT to resolve technical issues.
- Liaise with couriers in case of damaged or lost shipments.
- Collaborate with Customer Service, Digital, Retail, and Finance teams.
- Assist in boutique training to improve both order management and customer interaction.
PROFILE
Education / Experience
- Degree in Business Management, Engineering, or related fields.
KEY REQUIREMENTS
- Good level of English (spoken and written)
- Strong customer-oriented mindset and communication skills
- Problem-solving attitude and ability to prioritize tasks
- Flexibility and fast-learning approach
- Interest in e-commerce and customer experience
- Previous experience in customer service or similar roles is a plus