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!
