"An absolute must-see" Sibylle and Florian work as interns in Customer Service
28. Apr 2025
Sibylle is a personnel developer, Florian comes from the Retail & Marketplace department. Neither of them is likely to have any contact with BAUR customers in their day-to-day work. This is one of the reasons why they took the opportunity to take a look at the broad range of tasks in Customer Service in mid-March. And they were not alone: The 20 free places were filled within a very short space of time. For the second time, the colleagues from BFS, in collaboration with the BAUR Customer Insights, Brand & Planning department, offered the valuable opportunity to be involved live in the processing of customer inquiries.
What is CS job shadowing about?
During the work shadowing, the participants gain exciting insights into the work in customer service. They observe how colleagues communicate with BAUR customers, solve problems and thus increase customer satisfaction. The aim is to develop a better understanding of the processes and challenges in Customer Service and the needs of our customers.
This time, there were two main topics on the agenda: firstly, specialist advice over the phone and in writing. This is all about in-depth product knowledge. Which e-bike is best for my needs? What functions does my Airfryer offer in detail? How can I get wood samples for my new wall unit? Also special topics: Questions about data protection, complex account clarifications and product complaints, complaints on social media channels and processing inquiries to the management are all part of the daily routine here.
Our conclusion? Very positive!
Colleagues - including division and department heads - from the IT, House of Content, Customer Relationship Management and Corporate Communications divisions and departments as well as trainees and dual students also took part in the job shadowing. If you ask the interns whether they would recommend the campaign to their team colleagues, they give it an average of 9.3 points according to the subsequent survey - with 10 being the highest possible rating, i.e. the highest level of approval. Sibylle and Florian also agree with this. They also tell us:
"My internship in Customer Service was an absolute must-see! Many thanks to my wonderful colleagues Kirstin and Edgar, who gave me a lively insight into their daily work. The enthusiasm and commitment they show for our BAUR customers was clearly noticeable to me. Many thanks to everyone who took the time to offer us this valuable opportunity!", Sibylle Bechtel, Personnel Development Officer.
"It was a very nice insight into the work of our colleagues in Customer Service. It was also exciting to get a rough idea of the discretion with which decisions are made. It was also great to see how they process financing, account splits, payment and receivables splits and bring them to a good conclusion," Florian Schmitt, Quality Manager Sport Hardware.
We are delighted with this successful event and are looking forward to the next internships in Customer Service!
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Welcome to the JobsBlog!
My name is Lara, I'm 22 years old and I'm currently supporting the HR Marketing team as part of my internship in Corporate Communications.
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