{"id":3786884,"url":"https://alion.io/job/epos-cs-operations-intern","title":"CS Operations Intern","company":{"id":237906,"name":"EPOS","domain":"epos.com.sg","url":"https://alion.io/company/epos-3","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":69,"open_postings":109,"ghost_share":0.523,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Early Careers","role_family":"Early Careers","seniority":"intern","employment_type":"internship","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-11-05T04:02:43Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-05T19:39:50Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":0},"description":"About EPOS\nBacked 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.\nWith 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.\nWe 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.\nThe 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.\nKey Responsibilities\n1. AI Chatbot & Knowledge Base Management\nSupport AI chatbot and Voice AI performance monitoring and evaluation.\nAssist in reviewing AI conversations and identifying inaccurate or incomplete responses.\nSupport knowledge base updates, content validation, and AI response improvements.\nParticipate in AI conversation tagging and quality assessment activities.\n2. Quality Assurance & Customer Experience\nAssist in reviewing customer interactions to ensure service quality standards are maintained.\nSupport customer satisfaction (CSAT) analysis and feedback consolidation.\nIdentify recurring customer issues and recommend potential improvements.\nHelp track service quality and operational improvement initiatives.\n3. Data Analysis & Performance Reporting\nAssist in preparing daily, weekly, and monthly operational reports.\nMonitor key Customer Service metrics, including SLA, response time, resolution rate, and customer satisfaction.\nSupport data collection, validation, and reporting using Excel, Google Sheets, or internal dashboards.\nIdentify performance trends and provide basic operational insights.\n4. Process Improvement & Project Coordination\nSupport Customer Service system enhancements, testing, and implementation activities.\nAssist in documenting operational workflows, standard operating procedures (SOPs), and improvement initiatives.\nCoordinate with relevant stakeholders on assigned projects and follow-up actions.\nParticipate in continuous improvement initiatives to enhance operational efficiency.\nRequirements\nCurrently pursuing a Diploma or Bachelor's Degree in Business Administration, Operations Management, Information Technology, Data Analytics, or a related field.\nGood written and verbal communication skills in English; proficiency in Mandarin or Bahasa Malaysia is an advantage.\nBasic proficiency in Microsoft Excel, PowerPoint, and other productivity tools.\nStrong analytical, organizational, and problem-solving skills.\nDetail-oriented, proactive, and willing to learn.\nAbility to work independently and collaborate effectively with team members.\nInterest in AI technology, customer experience, and business operations is an added advantage.\nNo prior working experience is required.","description_format":"text","description_chars":3357,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-11-05T04:02:43Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":31,"reasons":["conf:1","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/epos-cs-operations-intern","json_url":"https://alion.io/job/epos-cs-operations-intern.json","meta":{"generated_at":"2026-11-05T21:23:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1156,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":237906},"rest":"https://alion.io/mcp/rest/get_company?id=237906"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fepos-cs-operations-intern"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fepos-cs-operations-intern"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fepos-cs-operations-intern"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/epos-cs-operations-intern\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fepos-cs-operations-intern"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3786884}},{"tool":"search_jobs","arguments":{"company":"epos.com.sg","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3786884},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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