About ADA

ADA is the Data and AI Experience Company. Present in 14 markets globally, we build intelligent experiences that power enterprise growth, spanning identity and authentication, personalization, commerce, and data & AI foundations; where every touchpoint earns trust, every interaction creates value, and every decision runs on real-time intelligence, so enterprises can stay ahead and deliver measurable outcomes. Our mission is to build the world's most intelligent growth platform for every client we serve. We work with over 1,500 global brands across CPG, Retail, Telco, BFSI, and Healthcare.

Job Description : Operations Intern (Customer Complaint Escalation)

About The Role

As an Operations Intern – Customer Complaint Escalation, you will support the handling of high-impact customer complaints that require deeper investigation, cross-functional coordination, and operational judgment.

This role sits at the intersection of Customer Experience, Operations, and Platform Governance, giving you hands-on exposure to how large-scale e-commerce platforms identify root causes, manage risk, and protect customer trust through structured escalation processes.

What You'll Do

Support the handling of escalated customer complaints beyond frontline CS scope, following internal SOPs and platform policies

Review complaint cases to identify root causes related to fulfillment, logistics, returns, claims, or system/process issues

Assist in collecting, validating, and consolidating case evidence (order data, tracking logs, system records, platform rules)

Coordinate with internal teams (Operations, Logistics, Claims, Finance, Product Support) to investigate and resolve escalated cases

Track complaint lifecycle, turnaround time (TAT), and resolution status to ensure SLA compliance

Document investigation findings and resolution outcomes clearly for internal reference and audit readiness

Identify recurring complaint patterns and support escalation to senior stakeholders when operational risks are detected

Support preparation of weekly/monthly complaint reports, highlighting trends, root causes, and improvement opportunities

What You Will Learn

How customer complaint escalations are managed at scale in an e-commerce environment

Structured root-cause analysis for operational and fulfillment-related issues

How escalation decisions impact customer trust, cost control, and operational risk

Cross-functional collaboration and professional stakeholder communication

Exposure to SLA management, audit logic, and operational compliance

Scope/Portfolio** based on business requirements

Multicategory (FMCG/ EL/Fashion)
# of assortment >1000

Internship Benefits & Support

Paid internship with monthly allowance

Social insurance coverage in accordance with local regulations

Structured onboarding and on-the-job training with clear guidance and SOPs

Hands-on exposure to real operational systems, data, and live cases

Support from experienced team members and direct mentorship

Professional working environment within a large-scale e-commerce organization

Requirements

Final-year student or fresh graduate in Business, Supply Chain, Operations, Data, or related fields

Strong attention to detail and willingness to work with data and documents

Good communication skills and a proactive learning mindset

Ability to work independently and manage repetitive operational tasks

Proficient in Excel/Google Sheets is a plus

By submitting this, you agree to this Privacy Notice and you will be deemed to have consented to the collection, use, and disclosure of your Personal Information in accordance with this Privacy Notice: https://adaglobal.com/privacy-policy/

Unfortunately, we are only able to contact shortlisted applicants. We encourage you to continuously visit our website www.adaglobal.com for regular updates on available roles

We transform businesses using data, AI and tech | ADA

Pioneers in data and analytics, we are powering global marketing and commerce digital transformation with data and AI-led impact. Learn more here!

Billing & Revenue Operations Specialist

CS Escalation Project Management - Operations, Shopee

Senior Database Administration (ORACLE DB & APEX)

Operations Intern

(Senior) Associate, Growth Marketing - ShopeePay