Consumer Operations Intern - 6 months
Kuala Lumpur, Malaysia
6. Consumer Ops – Consumer Ops /
Intern /
Hybrid
Our Journey
ShopBack started as a spark of inspiration one night in 2014 when Henry and Joel were brainstorming ideas in Henry’s car. That lightbulb moment — earning Cashback while shopping online — was just the beginning. Fueled by the countless possibilities, the team locked themselves in a hotel room for 24 hours to code the very first prototype. Their mission? To revolutionize shopping by helping advertisers market more cost-effectively, while making every purchase more rewarding for shoppers.
Today, ShopBack is the leading shopping, rewards, and payments platform in Asia-Pacific, empowering 45 million shoppers across 12 markets. With 20,000+ partners and over half a million transactions daily, we’re redefining the way the world shops. As we expand globally, we’re looking for adventurous, driven individuals to help us build The World’s Most Rewarding Way to Shop.
As a Consumer Operations Intern, you will play a vital role in supporting the smooth and efficient functioning of our customer service operations. You will gain hands-on experience in various aspects of customer support, data analysis, process improvement, and project coordination. This is an excellent opportunity for a highly motivated and detail-oriented individual to learn about the intricacies of a large-scale customer service function within a rapidly growing tech company. You will work closely with the Senior Lead, Consumer Operations, and collaborate with various teams to enhance our customer support capabilities and ensure a positive experience for our users.
Your Adventure Ahead
- Data Analysis and Reporting:
- Assist in collecting, cleaning, and analyzing customer service data (e.g., ticket volumes, resolution times, customer satisfaction scores). Support the generation of regular and ad-hoc reports to identify trends, insights, and areas for improvement.
- Process Documentation and Improvement:
- Support the documentation of existing customer service processes and workflows. Contribute to identifying inefficiencies and proposing solutions for process optimization.
- Project Coordination:
- Provide support in the planning and execution of customer service-related projects and initiatives. This may include communication with stakeholders, tracking progress, and ensuring timely completion of tasks.
- Customer Feedback Analysis:
- Assist in collecting and organizing customer feedback from various channels. Help identify key themes and insights to inform service improvements.
- Ad-hoc Tasks:
- Undertake other duties and responsibilities as assigned by the Senior Lead, Customer Service Operations, to support the overall operational efficiency of the team.
Essentials to Succeed
- Currently pursuing a Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field.
- Strong analytical and problem-solving skills with a keen eye for detail.
- Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). Familiarity with data analysis tools (e.g., Google Sheets, basic SQL) is a plus.
- Strong communication (written and verbal) and interpersonal skills.
- A proactive and self-motivated attitude with a willingness to learn and contribute.
- Passion for providing excellent customer experiences and an understanding of the importance of efficient operations in achieving this goal.
- Familiarity with the e-commerce landscape and/or ShopBack as a user is an advantage.
ShopBackers' DNA
Grit - We tackle all challenges head-on, working together to solve problems and achieve success.
Hunger - We value hard work, and having relentless drive.
Speed - We move fast and have a bias for action, all to deliver maximum impact.
Impact - We focus on results, always aiming for the best possible outcomes and timelines.
Growth - We embrace a growth mindset, constantly striving to learn, improve, and excel in our roles.
Exclusively for ShopBackers
Career progression paths and opportunities to take on greater challenges that help you realise your ambitions.
Be part of a winning team on a journey to global scale.
Competitive compensation based on your performance.
Candid, open, and collaborative culture where feedback is valued, for everyone to grow and improve every day.
Flow Day Thursday (1-day a week, optional to work from home or office)
ShopBack is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable laws. Join our team and help us make a difference!
We are committed to protecting your data and ensuring fairness in our recruitment process. As part of this process, we use AI tools to assist with tasks such as application screening and candidate matching. These tools are designed to enhance efficiency and reduce bias, and their use complies with applicable data protection laws and our commitment to fair employment practices. Your personal data will be processed securely and transparently, and final hiring decisions are always made by our recruitment team, not by automated systems. If you have any questions about how your data is used, or wish to exercise any of your rights including the right to such processing, please contact us at dpo@shopback.com.
