Internship - Global Customer Service Capabilities

HEINEKEN; United States; Hybrid; USD 7,645 - 8,919; Full time

Benefits offered by this job

€650 monthly allowance

2 vacation days/month

Commuting cost reimbursement

Job summary

HEINEKEN invites a master’s student to join the Global Customer Service Capabilities internship in Amsterdam. You will shape learning pathways, design materials, and support capability development across customer service teams.

You’ll gain hands-on experience in content creation, stakeholder collaboration, and digital learning tools while supporting improvements in employee performance and customer experience.

Qualifications

• Must be enrolled in a master’s degree program, preferably in Communications/Human Resources/Logistics/Social and Behavioral Sciences.
• Passion for customer experience and interest in digital tools and learning innovation.
• Enjoy collaborating in an international environment and turning feedback into improvement.
• Proactive, enthusiastic, disciplined and quick to learn.
• General computer skills and proficiency in Microsoft Office, media software.
• Strong project management skills.

Responsibilities

• Design and develop learning paths, training materials, and digital content for customer service capabilities.
• Organize and maintain the Knowledge Centre and SharePoint content.
• Identify skill gaps and support upskilling initiatives.
• Create training guides and communication roadmaps, track learning progress, collect feedback.
• Contribute to projects enhancing customer experience through better communication and knowledge sharing.

Skills

Communication skills

Project management

Digital tools

Learning mindset

Stakeholder collaboration

Education

Master’s degree candidate

Tools

SharePoint

Microsoft Office

Media software

Job description

Internship – Global Customer Service Capabilities

Are you an eager learner? Join HEINEKEN’s Global Customer Service Capability Team and support us in turning fresh ideas into clear and practical training materials while finding better ways for teams to connect with customers. You will use your creativity and strong communication skills to make a real impact on how people learn, perform, and succeed from day one.

The internship

Help us shape our Learning Pathways by mapping and designing training materials, and supporting capability development. This role combines elements of Project Management, Content Creation, Communication Skills, Stakeholder Collaboration, Digital Proficiency, and a Learning & Development Mindset, offering hands‑on experience in improving both employee performance and customer experience.

• Design and develop learning paths, training materials, and digital content to support capability development across customer service teams.
• Help organize and maintain the Knowledge Centre and SharePoint, ensuring content is clear, engaging, and easily accessible.
• Identify skill gaps, support upskilling initiatives, and contribute to building structured learning journeys for different roles.
• Create training guides and communication roadmaps, while assisting in tracking learning progress and gathering feedback to continuously improve training effectiveness.
• Contribute to projects aimed at enhancing customer experience through better communication and knowledge sharing.

Your new team and workplace

This internship is focused on Customer Service Capabilities, including Sales Order Management and Customer Care. The Global Customer Service Capabilities team, part of Global Customer Service & Logistics, manages a wide range of global programs and knowledge materials. The team works highly cross‑functionally, being part of the Global Supply Chain while collaborating closely with Learning & Development, D&T, Commerce, and Logistics to align training initiatives with business needs.

The intern will report to the Global Customer Service Lead, who is responsible for Knowledge Management and overall capabilities development.

During your internship, you’ll have every opportunity to get to know HEINEKEN as an organization, not just within your own team, but across departments. We trust and empower you to work with an entrepreneurial mindset.

The unique you!

We believe everyone has unique talents, which is why we’re looking for you! Energy, drive and the ambition to grow are what make the difference at HEINEKEN. In addition, you bring:

• Currently enrolled in a master’s degree programme, preferably in a Communication/Human resource/Logistics/Social and Behavioral Sciences area
• You have a passion for customer experience and an interest in digital tools and learning innovation
• You enjoy collaborating in an international environment and turning feedback into improvement
• Proactive, enthusiastic, disciplined and high learning agility
• General computer skills and proficiency in Microsoft Office, Media software
• Strong project management skills

Conditions of HEINEKEN

• You are enrolled at an educational institution for the entire duration of your internship and can provide proof of enrollment for the current academic year during your onboarding.
• In the case of non‑EU nationality, you must be registered as an intern with a Dutch educational institution.
• In case of EU nationality, you may also be registered as an intern at educational institutions outside the EU.
• You reside in the Netherlands for the entire duration of your internship. Please note that HEINEKEN does not provide housing.
• You are in possession of a valid citizen service number (BSN).

Our Internship Conditions

During your time as an intern at HEINEKEN, you’ll work in a dynamic environment where growing and learning are at the heart of everything we do.

We offer you:

• A full‑time internship, starting on September 1, 2026
• The duration of the internship is 5 or 6 months (to be agreed upon with your internship supervisor)
• Your home office will be located in Amsterdam/ Schiphol
• At HEINEKEN, we work with a hybrid model, typically spending three days a week at the office and two days working from home
• You will receive a monthly internship allowance of €650 gross based on a 40‑hour workweek
• You will earn 2 vacation days per month (based on a full‑time internship)
• If you do not have a public transport student subscription, your commuting costs will be fully reimbursed