Operations Intern (Outbound Team)

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. 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. 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 1. Multicategory (FMCG/ EL/Fashion) 2. # 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 This role sits at the intersection of Customer Experience, Operations, and Planning #LI-Onsite 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!