What you will be working on

The Customer Contact Centre (CCC) is a critical part of the Customer Relations Group, consisting of three key teams: Customer Correspondence Unit, Call Centre, and Performance and Operations Support Unit. The working atmosphere at CCC is friendly and collaborative, and staff are encouraged to ask questions, suggest new ideas and share opinions.

In this role, you will:

• Spearhead initiatives that make use of data to gather customer insights and improve customer experience by analysing customer interaction patterns, feedback trends, and service delivery metrics to identify opportunities for enhancement.
• Develop and maintain interactive dashboards and reports that provide actionable insights to management and operational teams, enabling data-driven decision making across the Customer Contact Centre.
• Conduct comprehensive data analysis on call centre performance metrics, customer satisfaction scores, and operational efficiency indicators to support continuous improvement efforts.
• Work closely and communicate clearly with stakeholders across different teams to understand business requirements, set expectations on deliverables, and present findings in accessible formats for both technical and non-technical audiences.
• Support the design and implementation of data collection processes and quality assurance measures to ensure accurate and reliable business intelligence reporting.
• Keep abreast of current analytical trends and practices in customer service analytics, business intelligence tools, and data visualisation techniques to improve existing processes and recommend innovative solutions.
• Assist in creating automated reporting solutions that streamline regular performance monitoring and reduce manual effort in data preparation and analysis.
• Maintain and enhance voice-based AI solutions used for training customer service agents.

What are we looking for

We value the diverse skills and perspectives that each intern brings. While you may not need to meet every requirement fully, having some familiarity or budding expertise in the following areas will help you make the most of this opportunity and succeed with our team.

• Currently pursuing a Diploma/Degree in Information Systems, Computer Science, Computer Engineering, Data Analytics or a related field.
• Has experience or interest in NextJS (React), Bootstrap, WebSockets, HTTP requests, Node.js, RESTful APIs, SwaggerUI, Express.js.
• A strong interest in data and a desire to gain experience in data and project management processes.
• Pays attention to detail and maintains accurate records.
• Communicates clearly, both in speaking and writing.
• Approaches problems with a flexible mindset and adjusts when project needs change.
• Works well independently and with others, takes initiative without needing constant supervision.

Position is on a full-time internship basis from January 2026 to June 2026.