[Summer Internship 2023] CEG Project Management Intern

Bangkok, Thailand

Get to Know our Team:   

The Customer Experience Group (CEG) of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance.  

The Opportunity:  

Get to learn project management in the Customer Experience Group (CEG) aiming at supporting successfully new business initiatives, improving and maintaining efficiency and effectiveness of processes, and leading change in order to support CEG’s customer and partner satisfaction strategy, tactics and service leading to ongoing experience improvements for Agoda’s customers and partners in Agoda’s vibrant multilingual Customer Experience group.  

In this Role, you’ll get to:   

• Support business initiatives and ensure good coordination and collaboration between the teams in various Agoda’s departments and within the CEG organization to achieve project milestones and goals  
• Analyze opportunities and issues, identify risks, and propose solutions to be implemented  
• Support projects aimed at improving and maintaining operational KPIs such as service level (SL), customer satisfaction (CSAT), net promoter score (NPS), quality of service, partners satisfaction, productivity KPIs, costs, etc.  
• Define and design action plans for initiatives together with management team  
• Resolve problems through data analysis, provide efficient reporting and effective communication 
• Ensure constant calibration between project teams and other stakeholders. Provide efficient and regular reporting to management 
• You may support operational flows configuration analysis aiming at processes improvement, automation of activities and implementation of new product improvements  
• This is a hands-on role where you may have to build on a low-code/simplified JavaScript tool and/or conduct many of your own data analyses (SQL, Metabase, ThoughtSpot, & Tableau). You very likely need a blend of technical, analytical, and project management/communication skills to be successful in this role.  

What you’ll Need to Succeed:  

• Currently a third year or below of d in a bachelor’s program or higher. A student taking a gap year can also apply. We offer internship opportunities year-round as long as you are a good fit (minimum internship period: 10 weeks)  Master’s degree students are also welcomed.
• Must be Thai local or currently holding a Thai student VISA for the whole internship period. 
• Ability to work in a fast-paced, dynamic, multicultural environment 
• Positive attitude and openness to learn/adapt 
• Strong English communications 
• Structured logical thinking and problem-solving skills. Strong numerical acumen 
• SQL & programming experience is a big plus (you can learn it online!) 
• It’s great if you have JavaScript knowledge  

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