Emma Sleep4mo ago

Customer Excellence Intern

Lisbon · LisbonInternshipentry

OtherIntern

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Overview

Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand,

Technical Tools

OtherIntern

Ready to lead, disrupt and reinvent the sleep industry?

We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day.

At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happen!

Together with the team, you will work on improving the customer experience on our different channels.

You will work across functions with internal and external teams from multiple markets and define process improvements to ensure that customer service runs smoothly.

You will make independent decisions that are within your field of work .

You will support in CX innovation by doing market research and introducing methods, standards, tools, KPI benchmarks.

You will co-create strategies and implement improvements in CSAT and NPS for multiple markets.

You will drive customer service automation and optimization projects by improving processes or enhancing IT systems.

Your goal through the execution of a use case roll out will be to showcase to the wider business the powerful capabilities of an integrated customer excellence, CRM, customer interaction automation and self-service products.

You will run validation of user stories, implementation, testing and designing with markets.

You are fluent in English. Other languages are an advantage.

You are passionate about customer satisfaction and driving NPS.

You are empathetic, meticulous, and willing to push the ‘extra-mile’ to put a smile on our customers’ face.

Eager to provide our customers the best pre- and post-sale Experience to convert them into ambassadors.

At best you gained first practical working experience in IT planning areas.

You have experience of working in depth with MS-Suite, Office 365.

You have knowledge of working with CRMs, helpdesks, project management tools & solutions are an advantage.

You are an open-minded team player.

You have analytical skills and learn quickly.

You are available for at least 6 months.

A competitive Package of 1250€ monthly ( including meal allowance and Coverflex benefits)