Internship - Head Office - Digital Support for Customer Care Operations F/M

Air Liquide is a world leader in gases, technologies and services for industry and health. Present in 60 countries with 66 300 employees, the Group serves more than 4 million customers and patients. Oxygen, nitrogen and hydrogen are small molecules essential to life, matter and energy. They embody Air Liquide's scientific territory and have been at the heart of the Group's business since its creation in 1902.
Air Liquide's ambition is to be a leader in its industry, to perform well over the long term and to contribute to a more sustainable world - with a strong commitment to climate change and energy transition at the heart of its strategy.
We are committed to innovation and customer satisfaction. Join our dynamic team and contribute to our digital transformation journey within the Customer Care department.

 

How will you CONTRIBUTE and GROW?

 

The Digital Support Intern will play a crucial role in supporting the digital transformation of our global Customer Care operations. This internship provides a unique opportunity to gain hands-on experience in identifying, analyzing, and improving digital tools and processes across our international affiliates. The intern will work closely with the IM digital director, the IM Customer Care Director and the D&IT teams to enhance our customer service efficiency and effectiveness through data-driven insights and digital solutions.

Responsibilities:

• Digital Tool Inventory:

  • Conduct a comprehensive audit of the digital tools currently used by Customer Service teams across all Air Liquide affiliates.

  • Document the functionalities, usage, and effectiveness of each tool.

  • Identify gaps and opportunities for standardization and optimization based on business processes.

• KPI Identification and Analysis:

  • Collaborate with Customer Service teams to identify key performance indicators (KPIs) relevant to customer satisfaction and operational efficiency.

  • Propose evolution on current core data model to support KPIs

  • Analyze existing data sources and methodologies for KPI tracking to ensure alignment with core data model.

  • Benchmark industry best practices for customer service KPIs.

• Dashboard Development and Implementation:

  • Design with data visualisation tools (eg. power Bi…) and develop with the help of D&IT team (GDO) interactive dashboards to visualise and track actionable key customer service KPIs

  • Ensure data accuracy and consistency across all dashboards.

  • Support the distribution and training of the dashboards to the teams.

• Digital Roadmap Support:

  • Assist in the development and implementation of the Customer Care digital roadmap.

  • Support the deployment of new digital tools and processes and ensure proper documentation.

  • Provide support for change management and training initiatives.

  • Track the progress of the digital roadmap, and provide updates to the customer care director and to the digital board (4x/year)

• Data Analysis and Reporting:

  • Analyze customer service data to identify trends, patterns, and areas for improvement.

  • Generate regular reports and presentations to communicate findings and recommendations.

 

Are you a MATCH?

 

• Currently enrolled in or recently graduated from a Bachelor's or Master's degree program in Business Administration, Information Technology, Data Science, or a related field.  

• Strong interest in digital transformation and customer experience.

• Excellent analytical and problem-solving skills.

• Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau, Google Data Studio).

• Strong communication and interpersonal skills.

• Ability to work independently and collaboratively in a global team environment.

• Fluency in English (additional languages are a plus).

• Knowledge of CRM systems is a plus.

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Skills:

• Data Analysis/ Data Visualization

• Project Management

• Communication

• Problem Solving

• Digital Literacy

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