Customer Relations Quality Intern (M/F) / internship contract 6 months

Company Description

À propos d’Europcar Mobility Group

Europcar Mobility Group est un acteur majeur des marchés de la mobilité.

L'objectif d'Europcar Mobility Group est d'offrir des alternatives attractives à la possession d'un véhicule, de manière responsable et durable. Dans cette optique, le Groupe propose une large gamme de services de location de voitures et d'utilitaires - que ce soit pour quelques heures, quelques jours, une semaine, un mois ou plus - avec une flotte déjà " C02 light ", équipée des dernières motorisations, et qui sera de plus en plus " verte " dans les années à venir (plus d'1/3 de véhicules électriques et hybrides d'ici 2023).

La satisfaction des clients est au cœur de l'ambition du Groupe et de celle de ses collaborateurs. Elle alimente également le développement continu de nouvelles offres dans les trois lignes de services du Groupe - Professionnel, Loisirs et Proximité - qui répondent aux besoins et cas d'usage spécifiques des entreprises et des particuliers. 

Les grandes marques du Groupe sont :

Europcar® -le leader européen de la location de voitures et de véhicules utilitaires légers, 

Goldcar® -le leader de la location de voitures à bas prix en Europe, 

Ubeeqo® – l'un des leaders européens de l'autopartage (BtoB, BtoC). 

Europcar Mobility Group fournit ses solutions de mobilité dans le monde entier grâce à un réseau étendu dans plus de 140 pays (y compris des filiales en propriété exclusive - 18 en Europe, 1 aux États-Unis, 2 en Australie et en Nouvelle-Zélande - complétées par des franchises et des partenaires).

Plus d’informations sur: www.europcar-mobility-group.com

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About Europcar Mobility Group

Europcar Mobility Group is a major player in mobility markets.

Its purpose is to offer attractive alternatives to vehicle ownership, in a responsible and sustainable manner. With this in mind, the Group offers a wide range of car and van rental services – be it for a few hours, a few days, a week, a month or more – with a fleet that is already "C02 light", equipped with the latest engines, and which will be increasingly "green" in the years to come (more than 1/3 electric and hybrid vehicles by 2023).

Customers’ satisfaction is at the heart of the Group’s ambition and that of its employees. It also fuels the ongoing development of new offerings in the Group's three service lines - Professional, Leisure and Proximity - which respond to the specific needs and use cases of both businesses and individuals. 

The Group’s major brands are: 

• Europcar® - the European leader of car rental and light commercial vehicle rental, 
• Goldcar® - the low-cost car rental Leader in Europe,
• Ubeeqo® – one of the European leaders of round-trip car-sharing (BtoB, BtoC). 

Its mobility solutions worldwide through an extensive network in over 140 countries (including wholly owned subsidiaries – 18 in Europe, 1 in the USA, 2 in Australia and New Zealand – completed by franchises and partners).

Further details available at: www.europcar-mobility-group.com

Job Description

Our ambition is to be our customer’s mobility companion for daily life, work and travel.

• One customer experience, joining the dots between car rental and car sharing (digitised customer journey, deskless automated stations, New app and check in at station) based upon our customers’ feedbacks and expectations

• One global customer care organisation, serving 20 countries

• One customer data platform, consistent among all countries and brands

Europcar Mobility Group (EMG) aims at creating a conclusive experience at every customer touchpoint.

The Customer Care department delivers a normative level of excellence in our operation support to customers, through outsourcing model, creates or adapts ways of work to answer customer’s new expectations.

In this context, we aim to maintain an organisation supporting our Operations to guarantee customers handling, by providing an effective quality management, from processes definition to training, and quality monitoring.

Opportunity awaits a diligent, highly organised and motivated Quality Intern to join our team in Paris on an exciting transformation campaign.

A critical eye for detail is essential as well as analytical and problem solving skills. You should have an interest in content and people. 

Why to apply?

Joining our international company as an intern in the customer relations department offers a unique opportunity to gain valuable experience in a dynamic, multicultural environment. You'll have the chance to work with diverse teams across more than 10 countries, enhancing your global perspective and communication skills. If you're driven, positive, and eager to grow professionally, this is the perfect opportunity to make a significant impact and develop your potential.

FUNCTION ROLE :

Support with the implementation of the quality monitoring guidelines and processes across multiple countries and outsourcers partners

CORE MISSIONS : 

Partners / Countries Support

• Participate in Quality Placeholders with the countries and partners to review the main KPIs and support of the action plans follow up 

• Calibrations Shadowing: Assist in calibration sessions to ensure consistency in quality evaluations and provide feedback to the stakeholders

• Calls Listening / Cases Reviews: Analyse customer interactions to identify areas for improvement and escalate them 

• Quality Processes Creation: Collaborate with the team to develop and refine quality monitoring processes.

• Ad Hoc Quality dashboards creation 

Tools Management / Support

• Quality Grids Updates: Update quality grids based on feedback to ensure accurate and fair assessments.

• Countries & Partners Requests: Handle requests from partners, including deletion of data, points adjustments, etc.

• Calibrations Updates: Ensure calibration tools are up-to-date and reflect accurate scoring methods.

• Escalation Handling: Escalate any tools-related questions, requests, or feedback to the appropriate internal teams.

• Tools training and general use support: help countries and partners on their daily use of the Quality tools and reports

Starting Date : As soon as possible

Type of contract : Internship contract

Duration : 6 months

Qualifications

Experience/Educational Level: 

• Currently pursuing or recently completed a degree in Quality Management, Business Administration, or a related field.

• Previous internship experience in Customer service role is a plus.

Languages: Strong written, oral, and presentation communication abilities in English

Computer Skills:

• Desktop software skills MS or G Suite (mostly Excel and PowerPoint)

• Knowledge in Business applications: CRM (Salesforce), telephony, CSAT tools… is a plus 

Personal Characteristics: 

• Detail-oriented, strong analytical skills, excellent communication abilities, proactive and eager to learn.

• Knowledge and affiliation with Car Rental market is preferable but optional

Additional Information

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin or on a basis of disabilityze