Position Overview:

The Customer Experience Intern supports the Customer Experience team in managing customer queries, documenting data, and learning the full Tap2Eat support process. This role provides hands-on exposure to call handling, customer communication, data capture and interpretation, and CRM and escalation tools, while contributing to excellent service delivery for parents, learners and schools.

Working under close supervision and mentorship, you will focus on developing practical skills in customer engagement, reporting, and operational support within a fast-paced, mission-driven environment.

By the end of the internship, you will be confident in handling customer queries professionally, understand Food for Education’s customer service workflows and systems, and apply best practices in data accuracy, documentation, and reporting. You will also gain hands-on experience in call center operations, feedback management, and issue resolution, contributing meaningfully to improved service delivery and customer satisfaction.

Key Responsibilities:

Customer Support

• Assist in responding to parent and school inquiries through calls, WhatsApp, or email under supervision.
• Log all interactions in the CRM system accurately and according to training guidelines.
• Support the team in following up on pending issues and ensuring timely updates are shared with customers.
• Observe and learn best practices in professional communication and customer handling.

Data Entry and Feedback Management

• Record, update, and verify customer details and case information accurately.
• Support continuous data validation, privacy compliance, and system accuracy.
• Accurately escalate all issues that need second-level support using F4E’s escalation and reporting tools.
• Assist in identifying and escalating recurring issues to support service improvement initiatives.
• Maintain confidentiality and adhere to data protection standards in all customer records.

Customer Education and Engagement

• Learn and assist in explaining Tap2Eat features and processes to parents and schools. 
• Share approved information with customers virtually or in person as guided.
• Support the CX team in updating FAQs, parent education materials, and resources for onboarding and reactivations.
• Support service survey activities through virtual interactions and in-field learners’ and teachers’ interactions.

Cross-Functional Learning

• Shadow team members to understand collaboration between Customer Experience, Tap2Eat Operations, Finance, and Field Teams.
• Participate in team meetings and contribute to discussions on service improvements.
• Learn internal workflows, escalation procedures, and all Customer Experience standard operating procedures that govern all interpersonal and stakeholder behavior and interactions.

Core Competencies

• Excellent written and verbal communication skills.
• Demonstrates curiosity to understand customer issues and suggest practical solutions.
• High attention to detail to ensure accurate data and record management.
• Patience and adaptability when dealing with diverse clients and issues.
• Willingness to learn new systems, workflows, and service tools.
• Ability to apply feedback quickly and continuously improve performance.
• Adjusts to changes in workflows, tools, or team priorities with a positive attitude.
• Comfortable working with digital tools, spreadsheets, and CRM systems.
• Understands the importance of data privacy, integrity, and confidentiality.

Role Requirements:

• Minimum of six 6 months experience working in a call center environment.
• Flexibility to work on rotational shifts running between 6:00am-11:00pm, Sunday to Friday