Management Intern

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.