Voice of Customer Internship

For 170 years, Veolia has been a global leader in providing water, energy, and waste management solutions. Serving public authorities and industries across 58 countries, our comprehensive services are essential to human development and sustainable growth. As we progress alongside economic growth and human development, we continuously adapt and innovate, designing solutions that positively impact the environment and conserve resources.

Veolia focuses on local solutions to purify and preserve vital resources, mitigate resource depletion, decarbonize lifestyles and production methods, and adapt to the impacts of climate change.

Our mission is to build a better 21st century, and we proudly identify as #resourcers.

Key figures of Veolia Near and Middle East

• Over 3,600 employees in the Middle East (in addition to the nearly 6,000 employees for Enova, which reports directly to Veolia Africa Middle-East for Facility Management and Energy Efficiency contracts in the region)

  
  

• A robust local network across the region, including the UAE, Oman, Qatar, Bahrain, Kuwait, Lebanon, Turkey, Jordan, and Saudi Arabia

  
  

• 40 years of sustainable partnerships

  
  

In the Middle East, Veolia collaborates with industries, governments, communities, and commercial businesses to deliver innovative and sustainable solutions needed today, while maintaining a vision for tomorrow. Through public-private partnerships and innovative contractual schemes, Veolia is dedicated to achieving measurable results with pragmatic, sustainable environmental solutions.

For more information, please visit our Website

Context

The Marketing Department at Veolia Near & Middle East plays a pivotal role in driving the growth and success of our business activities across the region. Our team is responsible for a wide range of critical missions that directly support our company's strategic objectives and market presence.Our marketing strategy mission focuses on developing comprehensive plans that align with Veolia's global vision while addressing the unique challenges and opportunities in the Near & Middle East. We work closely with business units to create targeted approaches that resonate with our diverse client base.

At the heart of our operations is our commitment to creating a culture of customer-centricity within Veolia Near & Middle East. This is a primary focus of our department, as we believe that customer satisfaction is the foundation of our success. By consistently monitoring and acting on customer feedback, we aim to enhance our service delivery across all areas of our operations, and thus maintain high levels of satisfaction and loyalty among our diverse client base.

Main Accountabilities

The Voice of Customer Internship in the Marketing Department at Veolia Near & Middle East offers the opportunity to gain invaluable insights into the critical role Veolia plays in addressing environmental challenges and supporting the region's transition to a more sustainable future. This short-term mission focuses on understanding customer needs and expectations, helping to shape services and solutions that better serve clients and communities.

This internship provides collaboration with experts across various fields, contributing to a broader skill set and ensuring that customer feedback drives continuous improvement in operations. It's a chance to be part of a team dedicated to shaping the future of environmental services in the Near & Middle East, while working towards a more resilient and sustainable future for generations to come.
 

Detailed Job Description

• Customer Satisfaction Surveys:

  
  
  • Assist in implementing customer satisfaction surveys
  • Coordinate with country CEOs to identify contract managers in charge of communicating the survey to the clients
  • Manage the distribution of surveys to contract managers
  • Ensure timely collection of survey responses through regular follow-up

• Data Processing and Analysis:

  
  
  • Compile and organize survey results using dedicated Google tools
  • Conduct thorough analysis of customer feedback data
  • Identify trends, patterns, and key insights from the survey responses
  • Prepare detailed reports summarizing findings and recommendations

• Insight Extraction

  
  
  • Extract meaningful insights from customer feedback
  • Identify areas of strength and opportunities for improvement in customer experience
  • Highlight critical issues raised by customers that require immediate attention

• Action Plan Development:

  
  
  • Support the team in developing action plans based on survey results
  • Contribute ideas for addressing identified pain points and improving customer satisfaction
  • Assist in prioritizing improvement initiatives based on impact and feasibility

• Implementation Monitoring:

  
  
  • Help track the progress of implemented action plans
  • Assist in creating and maintaining dashboards to monitor key performance indicators
  • Support in conducting follow-up surveys to measure the effectiveness of implemented changes

• Reporting and Presentation:

  
  
  • Prepare the final report on customer satisfaction metrics and trends
  • Create visually appealing presentation to communicate findings to stakeholders
  • Assist in organizing and presenting results in team meetings and to management

• Continuous Improvement:

  
  
  • Stay updated on best practices in customer experience measurement and improvement
  • Propose innovative ideas to enhance the customer feedback collection process
  • Contribute to the development of a customer-centric culture within the organization

• Documentation:

  
  
  • Maintain accurate records of all survey data, analysis, and action plans
  • Develop and update process documentation for customer satisfaction initiatives

• Additional Marketing Support:

  
  
  • Assist with other marketing department tasks as needed
  • Contribute to digital marketing initiatives related to customer experience

This internship offers a unique opportunity to gain hands-on experience in customer experience management, data analysis, and strategic planning within a leading environmental services company in the Near & Middle East region.

• Currently pursuing or recently completed a Bachelor’s degree in Marketing, Business Administration
• Demonstrated interest in customer-centric business practices through academic projects or extracurricular activities
• Fluency in English is required, and knowledge of Arabic and/or French would be a plus.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Experience with Google Workspace tools (Google Forms, Sheets, Docs)
• Familiarity with data visualization software (e.g., Tableau, Power BI)
• Knowledge of survey tools (e.g., SurveyMonkey, Qualtrics)
• Experience with statistical analysis software (e.g., SPSS, R)
• Basic knowledge of digital marketing platforms (e.g., social media management tools, email marketing software)

Personal Attributes

• Strong Analytical skills
• Project management skills with the ability to prioritize and manage multiple tasks.
• Attention to detail and eagerness to learn
• Excellent communication, teamwork and collaboration skills, with the ability to work effectively across different teams and cultures.
• Ability to work independently and in a team environment.
• Self-motivation and adaptability
• Customer-focused mindset
• Organizational skills
• Problem-solving aptitude
• Ethical conduct and cultural awareness
• Tech-savvy

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.

The preceding description is not designed to be a complete or exhaustive list of all duties and responsibilities that will be carried out by the selected candidate.

Veolia Middle East does not and shall not discriminate in any forms in its recruitment processes.