Internship - Customer Care & Experience | Global Customer Service & Logistics

Internship - Customer Care & Experience | Global Customer Service & Logistics

" Working with this welcoming and international team was an incredible experience! I learned a lot about the digital world and truly grew as a professional. The warm and dynamic environment, right in the heart of Amsterdam, made it an unforgettable journey in my career "
– N. Camasses (Ex-intern at Heineken)

The internship

• What will you gain through the internship?

• • Be part of the HEINEKEN Customer Service & Logistics team at a multi-national company known for bringing the ‘true togetherness’ around the world
  • Gain hands-on experience on Microsoft Dynamics 365 platform and change management through agile & SCRUM methodology by taking part in global product/program deployment in operating companies
  • Be a member of an international and diverse team across regions; boosting your professional network
     
• What will you deliver during the internship? 

• • Design and execute the User Adoption Strategy for the RQC (Request, Queries, and Claims) & CC (Contact Centre) to all our stakeholders on Global, regional and local levels
  • Support RQC & CC Program deployment activities for Digital Back Bone
  • Support the global Communities of Practice in RQC & CC Heineken universe

During your internship you will get the opportunity to get to know HEINEKEN as a company, also outside your department. We give you the trust and freedom, so you can work like a real entrepreneur. We like to bring the outside world inside and therefore we embrace new, fresh ideas with enthusiasm. Of course always with the guidance that is right for you.

The department

The Customer Care team within Global Customer Service & Logistics manages diverse global programs relevant for customer experience; RQC (Request, Queries, and Claims management), CC (Contact Centre), and VoC (Voice of Customers). The RQC &CC team works very cross functional, we are part of Global Supply Chain, and at the same time work closely together with Global Sales, and Global Digital & Technology as RQC &CC are part of multiple initiatives & programs:

1. Foundation of the Customer Centricity framework of Heineken.
2. A core enabler for Heineken’s omni channel touchpoint strategy.
3. A crucial building block of the Digital Back Bone Program which is the biggest transformation program in Heineken’s history.

The intern will be reporting to Global Customer Service & Logistics Program lead, responsible for RQC & CC deployments in OpCos. RQC&CC is Microsoft Dynamics 365 & Genesys based product, which is a key enabler for shaping superior customer experience.

The terms of employment

• Your starting date is 1 February 2025
• The internship is fulltime
• The duration of the internship is 5 or 6 months (in consultation with your internship supervisor)
• It is a practice-oriented internship
• You will be based in Amsterdam (Schiphol & de Pijp office)
• During your internship, you have the flexibility to work in a hybrid setup
• You will receive an internship fee of €650 gross pm based on 40 hours per week (when you start at the 1st of January 2025).
• You will enjoy 2 vacation days per month (based on fulltime)
• If you do not have a student OV product, your commuting expenses will be fully reimbursed

The unique you!

We believe that everyone has unique talents and are therefore looking for you!

• Currently enrolled in a Master’s degree programme, preferably in a business/digital/tech area
• Strong interest in (e)Customer Experience and passionate about digital transformation and technology

• Proactive, enthusiastic, disciplined and high learning agility
• Strong project management skills
• Good taste in basic design & marketing tools, Customer care knowledge is a definite plus!

Conditions of HEINEKEN

1. You are enrolled at an educational institution.
   1. In the case of non-EU nationality, you must be registered as an intern with a Dutch educational institution, from which we receive proof of enrollment for the current academic year from you.
   2. In case of EU nationality, you may also be registered as an intern at educational institutions outside the EU.
2. Living in the Netherlands during internship (HEINEKEN does not facilitate housing).

Interested?
Great! For more information about this vacancy or about the application process, please contact werkenbijheinekennederland@heineken.com or you can apply right now.

Are you unsure if there is a perfect match? If so, we would still encourage you to apply!

Working at HEINEKEN

Every day we work with pride on our great products that you have certainly had in your hand at a party, during a work meeting or at home on the couch. HEINEKEN is much more than just beer. What about brands like Heineken 0.0, Apple Bandit,  Amstel Radler and Birra Moretti. We actively work to create a pleasant work environment where everyone feels respected and has equal opportunities. Your personality, knowledge and skills are the success of our organization.

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