Schiphol Group
Customer Care, improvement complaint handling
Introductie
Will you travel with us along our customer journey?
Looking for Intern. Towards excellent customer care; improvement of complaint handling and customer feedback.
Omschrijving bedrijf/afdeling
Delivering top service every day. Together. That is what working at Schiphol means. Every day, hundreds of flight are taking off or landing. Thousands of passengers want to be able to check in smoothly and want to have an enjoyable stay at the airport. Sometimes as much as 220.000 passengers per day.
Dedication and passion for traveling and travelers is what the colleagues working at Schiphol Group share.
Within Schiphol Group the business unit Consumers is responsible for generating income. Our activities are aimed at inventing and developing new concepts for retail, F&B, parking, advertising or high end services like Privium and the VIP service.
Customer needs, wishes and demands are our starting point. These customer needs are translated into a customer journey, based upon research and customer feedback. In order to learn more from direct feedback and respond faster, more consistent but still more personal to our customers we are looking for you!
You will support the manager Customer Experience of the business unit consumers with the following tasks:rvices en media. services en media.
1. Analysis of the complaints of the business unit consumers
2. Set up a reporting structure for management and business owners.
3. Recommendation and synchronization of the incident type structure used within various systems and mailing lists.
4. Analysis of the user needs. Users are the process owners and back offices dealing with the complaints and customer feedback.
5. Support the development of our knowledge bank in order to keep
the information to our Customer Contact Centre up-to-date in
regular as well as irregular situations, such as calamities or short
term marketing activities.
6. Development of a user e-manual with standard templates for
responses in Schiphol-language. Templates to be adjusted easily by
process owners based upon feedback about the response.
7. Gaining insight in the total scope of complaints and feedback,
including feedback given to our business partners directly.
Connecting feedback to the Moments of Truth in the customer
journey in order to improve processes and services.
8. Sharing recommendations based upon customer feedback with
business partners and make it part of the customer experience
hospitality program that will be initiated in Q3/Q4 2017.
9. Make an overview of gestures used for the customer and propose
new gestures based upon customer’s appreciation.
Are you an HBO-student en are you looking for a challenging internship?
Are you available 4 or 5 days a week from early September? Than you
might be our new customer care intern. You are pro-active, creative,
accurate, systematic, you are an autonomous worker but you can connect
easily with colleagues and sparring partners. You are a good organizer and
you know how to reach your goals.
You communicate easily in both Dutch and English language and you are
able to use Word, Excel, Powerpoint en Outlook. But most of all, customer
service, customer care and hospitality is in your DNA.
As soon as possible, but no later than September 11th 2017.
Minimum 16 weeks
4 or 5 days a week
Location: head office Schiphol Group (Schiphol Hoofdgebouw)
Company: Royal Schiphol Group
Level: HBO level in Business Management, Hospitality, Marketing,
Communication or Hospitality (Hotelschool).