Customer Experience Internship

Role Overview
We are looking for a proactive and detail-oriented intern to support our Customer Experience team in managing customer escalations and complaints across multiple channels. The intern will play a key role in tracking issues, coordinating with stakeholders, ensuring timely resolution, and helping drive process improvements to reduce recurring escalations.
Key Responsibilities
Track and manage customer escalations and complaints received through all forums and channels.
Maintain accurate records of escalations, actions taken, RCA (Root Cause Analysis), and closure status.
Coordinate with internal teams to ensure timely investigation and resolution of issues.
Follow up on action items and monitor implementation of preventive measures to reduce future occurrences.
Prepare escalation reports, summaries, and insights for the Customer Experience team.
Support process improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.
Ideal Candidate Profile
Leadership & Ownership: Has previously held a position in a university club, council, or student organization, demonstrating the ability to work with multiple stakeholders and drive initiatives independently.
Availability: Able to work full-day office timings during the internship period.
Technical Skills: Proficient in Microsoft Excel and has basic working knowledge of AI tools and productivity platforms.
Communication Skills: Strong verbal and written communication skills with the ability to collaborate effectively across teams.
What You’ll Gain
Hands-on experience in customer escalation management and operations.
Exposure to cross-functional collaboration and stakeholder management.
Practical learning in RCA documentation, reporting, and process improvement.
Opportunity to work in a fast-paced and customer-centric environment.
Preferred Skills
Analytical thinking and attention to detail.
Problem-solving mindset.
Ability to prioritize tasks and meet deadlines.
Basic understanding of customer service or operations processes is an added advantage.

Work arrangement
No