Internship Customer Services

In het kort

The joint Customer Services Division of KLM and Air France creates effortless, segmented, valuable customer service, by delivering efficient, consistent, and caring interactions in all channels, with state-of-the-art technology and engaged teams.

We are continuously working to make customers choose KLM and Air France, repeatedly!

Contact centers are developing rapidly; the importance of great customer service is crystal clear. In our division, we have specialists who are constantly improving practices to excel in effortless and memorable customer service.

Activities in our contact centers include many lines of business, such as Reservations, Loyalty, Customer Care, Webchat, Social Media, Refunds, Business to trade etc. We have 20 million contact moments with customers annully, in 30 languages, in 30 contact centers locations worldwide.

We are (literally) the voice of KLM and Air France.

Does this sound like a great match you would like to grow in?

Wat ga je doen?

During your internship, you will focus on our English Interactive Voice Response (IVR) texts. What can Air France and KLM do to improve the customer perceived experience while engaging with IVR? How might we improve our communication by using the latest knowledge and insight of linguistic psychology and marketing/consumer communication?    

E.g., should we use different wordings, shorter sentences, etc.

The task(s) will be jointly agreed before you start your internship and may also include some of below task(s).

• change management;
• project management;
• support innovation;
• text analytics;
• benchmarking;
• cost analysis;
• communication;
• service design;
• set up and prepare meetings with local and international stakeholders;
• and for sure support various managers in their day-to-day activity.

Together with your manager, you will be able to partly shape the content of your activities yourself! For example, it will be possible to dedicate your time to one or two bigger projects and the rest to smaller projects. For your projects, we give you the space and responsibility to set up and prepare meetings with local and international stakeholders.

Waar land je?

KLM headquarters located in Amstelveen, the Netherlands.

We work in a hybrid work environment. Fulltime in the office environment is possible if you wish.Traveling to e.g. Paris may be part of the assignment.

Jouw profiel

We are looking for a WO student in their 3rd or 4th year, who has affinity with linguistic psychology/communication and marketing/consumer psychology. Besides you have affinity with management, customer centricity, and tooling and technology. E.g. the study Communicatie Wetenschappen would probably fit very well. It will be an internship for 6 months, full-time. We are looking for a student that can start as of September 2024, but should you want to start earlier that is of course also more than welcome.

In this international environment, the working languages are Dutch and English, so you ideally possess good communication skills in both languages, written and verbal. Although the working language could also be in just English. However, social interaction will be a bit more of a challenge.

Next to this, we are looking for the following characteristics and skills in fulfilling this internship:

• hands-on mentality;
• autonomy, ability to work and think independently;
• capability to combine intellectual challenges with practical implementation;
• result orientation;

And above all:

• a team player;
• and a good communicator.

Competenties