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