Customer Care Intern

vor 3 Wochen

Eysins, Schweiz TAG Heuer Vollzeit

Créer de nouveaux produits et innover dans l’horlogerie mécanique et connectée tout en s’appuyant sur ses traditions : TAG Heuer construit son avenir avec des collaborateurs animés par le goût du challenge, la créativité et l’esprit d’équipe. #Don’tCrackUnderPressure est bien plus qu’un slogan : c'est un état d'esprit.

TAG Heuer recherche pour son département Customer Care basé à Eysins, en Suisse, son(sa) futur(e):
**Customer care Coaching & Performance Intern (H/F)** (Stage de 6 mois)

Aujourd’hui constituée d’environ 200 personnes la communauté Customer Care est présente dans plus de 70 pays, aussi bien dans les filiales TAG Heuer que chez nos agents distributeurs.

Rattaché(e) au Customer Care Coaching & Performance Manager, le Customer Care Coaching & Performance Intern participe activement à la montée en compétence des advisors constituant la communauté Care dans le monde, tant sur des hardskills que sur des softskills. C’est un rôle d’animateur et de facilitation au contact d’une grande variété d’interlocuteurs et autour de sujets variés (HQ + Marchés).

**Responsabilités**:
Training & Coaching management:

- Apporte un soutien opérationnel sur le projet de refonte des outils de formation du département CARE, en s’assurant de la mise à jour des informations, de la création de contenus nécessaires en lien avec l’implémentation de nouveaux outils
- Participe à la mise en place d’un programme de coaching orienté autour des bonnes pratiques de la communication
- Evalue et suit la performance de nos advisors en participant à des sessions de qualité et d’audit

Communication management:

- Edition avec le soutien du Manager d’une newsletter digitale mensuelle regroupant les informations essentielles autour de la Maison TAG Heuer
- Aide le Coaching and Performance Manager à produire les communications lors de lancement produits, nouveau outils
- En tant qu’interlocuteur privilégié des advisors dans le monde, il/elle a pour mission de faire remonter au reste de l’équipe Care les principales requêtes, besoins, feedback des advisors

Outils/ Process management:

- S’assure de la mise à disposition de la documentation à notre communauté
- Participe à la récolte et analyse des données de la performance de nos advisors (via Salesforce)
- Assiste le reste de l’équipe Care en coordonnant le flux des sorties de stocks lors d’expédition d’apologies kits à nos clients

Doit savoir s’exprimer de manière très claire à l’écrit et à l’oral en anglais. Toute autre langue est un plus. Goût et intérêt fort pour la communication, la transmission et la pédagogie

Doit faire preuve d’aisance lors de la prise de parole en public, d’autonomie et d’un grand sens créatif pour l’édition de contenus de formation.

Démontre des capacités d’analyse et de proactivité pour traiter au mieux les situations ou projets plus complexes

Très bon relationnel pour pouvoir tisser des liens forts de confiance et de transparence avec les autres départements et interlocuteurs

Il doit faire preuve d’une grande rigueur pour traiter de manière efficace les demandes et les flux.

Toute connaissance de l’outil Salesforce est un plus

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