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Customer Care Operations Intern (EN & FR Speaker)
<h1><strong>Job Description</strong><br /></h1><h2><br />👥 Customer Care at Maki<br /></h2><p style="min-height:1.5em">At <strong>Maki</strong>, our <strong>Customer Care team</strong> is the heartbeat of our customer experience helping recruiters and candidates navigate their journey with us. As the <strong>first point of contact</strong>, you'll play a key role in building <strong>trusting relationships</strong> between Maki and our clients.</p><p style="min-height:1.5em">You'll be joining <strong>Solène and Roisin</strong>, along with our outsourced agents, to provide <strong>exceptional support</strong> and ensure a seamless experience for our users.<br /></p><h2>🚀 What you'll do<br /></h2><p style="min-height:1.5em">No two days will be the same! Your responsibilities will include:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Problem-solving with empathy</strong> – Address the most complex customer and candidate tickets that have been escalated from our outsourcing provider.</p></li><li><p style="min-height:1.5em"><strong>Optimising customer support</strong> – Analyse customer interaction data to identify trends, insights, and opportunities for service improvement, with strong Excel skills to support the Care team in delivering exceptional support experiences.</p></li><li><p style="min-height:1.5em"><strong>Creating support materials</strong> - Write and refine Help Centre articles that reflect our brand’s tone of voice clear, friendly, and helpful making sure our recruiters and candidates feel supported and empowered at every step of their journey.</p></li><li><p style="min-height:1.5em"><strong>Engaging with teams</strong> - Stay on the ball through communicating daily with other teams in the company as well as external collaborators, such as our outsourcing provider.</p></li></ul><p style="min-height:1.5em">Beyond day-to-day tasks, you will be asked to contribute to the future of MakiPeople in this AI-era and work on <strong>building and deploying AI-driven customer support agents.</strong></p><h2><br /><br /><strong>What we are looking for ? </strong><br /><br />✅ Must-haves</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Strong passion for <strong>AI</strong> and <strong>HR tech</strong></p></li><li><p style="min-height:1.5em">Strong <strong>analytical mindset</strong> – able to interpret data and make strategic decisions</p></li><li><p style="min-height:1.5em"><strong>Proactive & innovative</strong> – excited to tackle challenges with creative solutions</p></li><li><p style="min-height:1.5em">Exceptional <strong>customer service & communication skills</strong> – able to build strong relationships</p></li><li><p style="min-height:1.5em">Excellent <strong>writing</strong> skills</p></li><li><p style="min-height:1.5em">Proficiency with <strong>Google Sheets and/or Excel</strong></p></li><li><p style="min-height:1.5em">Ability to thrive in a <strong>fast-paced environment</strong></p></li><li><p style="min-height:1.5em">Either <strong>native French or English</strong> speaker;</p><