OmyCare - Zendesk Advanced Partner

1 Job

14 Employees

About the Company

Chez OmyCare, nous sommes passionnés par la satisfaction de vos clients. Notre mission est de vous accompagner dans chaque étape de cette aventure en vous proposant des solutions sur mesure pour améliorer votre service client à moindre coût. Découvrez nos offres pour atteindre vos objectifs entièrement personnalisables selon vos besoins ! Intégrateur Zendesk : Chez Omycare, spécialiste en intégration Zendesk, on s’occupe de la mise en place. Avec toutes nos recommandations, vous êtes certain d’avoir un outil opérationnel et performant dès le début à moindre coût ! Call Center Externalisé : On s’occupe de votre relation client 7j7 - 24/24 avec nos Customer Care OmyCare ! Profitez d’un essai gratuit sans engagement et bénéficiez de la meilleure expertise supervisée par des head of qualifiés made in France.

Listed Jobs

Company Name: OmyCare - Zendesk Advanced Partner
Job Title: Stage rémunéré Customer Care — Mission Management Junior (H/F) — OmyCare
Job Description: **Job Title** Customer Care – Junior Mission Management Intern **Role Summary** Assume an operational leadership role in customer care, managing daily production, quality coaching, continuous process improvement, KPI reporting, and small-scale projects within a multi‑client support environment. This paid internship blends real‑time problem solving with foundational management training. **Expectations** - Rapidly acquire and apply operational management skills in a customer support context. - Gain hands‑on experience in Zendesk configuration, routing, and automation. - Develop data‑driven decision‑making through KPI monitoring and actionable reporting. - Build a culture of continuous improvement and high‑quality service across teams. **Key Responsibilities** 1. **Daily Production Oversight** – Track ticket, call, and chat volumes; prioritize work; prevent backlog buildup; identify and communicate bottlenecks. 2. **Quality & Coaching** – Review a sample of agent responses; provide constructive feedback; update response guidelines. 3. **Process & System Improvement** – Detect inefficiencies; propose macros, tags, routing, FAQ, and script enhancements; standardize and document best practices in Zendesk and Notion. 4. **Reporting & Analytics** – Monitor simple KPIs (resolution time, CSAT, backlog), compile weekly/monthly summaries, derive actionable insights. 5. **Mini‑Project Management** – Lead initiatives such as new workflow implementation, client onboarding support, knowledge‑base updates, and automation testing. 6. **Cross‑Functional Collaboration** – Work closely with the Care team, founders, and remote support partners to align service objectives. **Required Skills** - Strong organizational and prioritization abilities. - Effective, respectful communication and feedback‑giving skills. - Customer‑service mindset with a focus on quality. - Analytical thinking and comfort with data-driven dashboards. - Curiosity and proficiency with help‑desk tools (Zendesk preferred); familiarity with reporting and automation. - Team‑centric attitude and resilience in a fast‑moving environment. **Required Education & Certifications** - Current enrollment in or recent completion of a bachelor’s or master’s program in Business Administration, Management, Operations, or a related field. - Optional certifications: Zendesk Support, Zendesk Guide, or equivalent help‑desk platform training. ---