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SPSpringer Nature AG & Co. KGaA

Customer Service Operations Intern (Institutional Support)(m/w/x)

Heidelberg
Full-timeInternshipWith Home Office
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Level 2 institutional support for libraries, mapping end-to-end support journeys for enterprise architecture solutions. Enrolled student or recent graduate required. Paid internship, MS Excel and data analysis training.

Requirements

  • Enrolled student or recent graduate
  • Interest in customer service operations
  • Excellent planning and organizational skills
  • Excellent English communication skills
  • Strong analytical and problem-solving skills
  • Proficiency in MS Office and Excel
  • Experience supporting or tracking projects
  • Understanding of process design concepts

Tasks

  • Provide Level 2 institutional support to libraries
  • Resolve customer tickets by collaborating with internal teams
  • Contribute to continuous improvement and transformation projects
  • Map end-to-end support journeys to identify friction points
  • Propose solutions for identified customer journey challenges
  • Analyze service cases to improve ticket routing automation
  • Design and maintain Plans of Record for KPI initiatives
  • Analyze ticket patterns, reassignment flows, and root causes
  • Recommend enhancements for Chat Bot deployment and expansion

Education

  • Currently in higher educationOR
  • Bachelor's degree

Languages

  • English – Business Fluent

Tools & Technologies

  • MS Office
  • Excel

Benefits

Additional Allowances

  • Paid internship

Learning & Development

  • Analytical and problem-solving development
  • MS Excel training
  • Data analysis training
  • Training and events

Other Benefits

  • Customer service process experience
  • Institutional publishing exposure
  • Job application advice
  • Disability accommodations

Diverse Work

  • Hands-on professional experience

Mentorship & Coaching

  • Employee network buddy support

Career Advancement

  • Career development access

Sustainability Focus

  • Inclusion and sustainability projects
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Springer Nature AG & Co. KGaA and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.

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