CS Operations Intern

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider headquartered in Singapore. Supporting and empowering Every Point Of Success, we help SMEs grow digitally with confidence through our innovative POS solutions and business tools.

With a growing presence across Southeast Asia, we are looking for passionate individuals to join our diverse and driven team in Malaysia. Be part of our exciting journey as we continue expanding and creating meaningful, impactful changes for businesses across the region.

We are looking for a proactive and detail-oriented Customer Service Operations Intern to support daily customer service operations, performance monitoring, AI-driven support initiatives, and continuous process improvements.

The intern will gain hands-on experience in customer service management, operational reporting, quality assurance, and AI chatbot optimization while supporting the delivery of an efficient and high-quality merchant support experience across regional markets.

Key Responsibilities

1. AI Chatbot & Knowledge Base Management

• Support AI chatbot and Voice AI performance monitoring and evaluation.
• Assist in reviewing AI conversations and identifying inaccurate or incomplete responses.
• Support knowledge base updates, content validation, and AI response improvements.
• Participate in AI conversation tagging and quality assessment activities.

2. Quality Assurance & Customer Experience

• Assist in reviewing customer interactions to ensure service quality standards are maintained.
• Support customer satisfaction (CSAT) analysis and feedback consolidation.
• Identify recurring customer issues and recommend potential improvements.
• Help track service quality and operational improvement initiatives.

3. Data Analysis & Performance Reporting

• Assist in preparing daily, weekly, and monthly operational reports.
• Monitor key Customer Service metrics, including SLA, response time, resolution rate, and customer satisfaction.
• Support data collection, validation, and reporting using Excel, Google Sheets, or internal dashboards.
• Identify performance trends and provide basic operational insights.

4. Process Improvement & Project Coordination

• Support Customer Service system enhancements, testing, and implementation activities.
• Assist in documenting operational workflows, standard operating procedures (SOPs), and improvement initiatives.
• Coordinate with relevant stakeholders on assigned projects and follow-up actions.
• Participate in continuous improvement initiatives to enhance operational efficiency.

Requirements

• Currently pursuing a Diploma or Bachelor's Degree in Business Administration, Operations Management, Information Technology, Data Analytics, or a related field.
• Good written and verbal communication skills in English; proficiency in Mandarin or Bahasa Malaysia is an advantage.
• Basic proficiency in Microsoft Excel, PowerPoint, and other productivity tools.
• Strong analytical, organizational, and problem-solving skills.
• Detail-oriented, proactive, and willing to learn.
• Ability to work independently and collaborate effectively with team members.
• Interest in AI technology, customer experience, and business operations is an added advantage.
• No prior working experience is required.