WEEK 1 ⛽️
Hello, world.
The presence of this blog indicates the start of my internship life, which has begun on 12th July 2021 at SETEL VENTURES SDN BHD as an Operations Intern under the Merchant Support team. Due to MCO, we are required to undergo the internship remotely from home only.
Monday, 12th July (9 AM - 6 AM):
- All of the interns were required to attend the onboarding session via Google Meet. We introduced ourselves and sat through the briefing together. The briefing was mainly about the company's organisational chart and departments in the company. Few hours later, we were separated by departments for further briefing on our tasks and turned out me and two others were chosen to be under Merchant Support team which was not stated early in the offer letter. We were added into a Whatsapp group consisting the interns and our mentors. I reached out to one of the new interns to ask her regarding our department and she was also confused that time, but at least I've made a new friend (:
Tuesday, 13th July (9 AM - 6 AM)
On this day, we were given an updated schedule for the rest of the month until the end of July. I was given a morning shift that starts at 7 am until 4 pm. A bit challenging for me as I am not an early riser but challenge accepted. Our morning started with Google Meet with Ilman, one of the mentors, to guide us in using Zendesk and some sort of giving us the first hand experience using Zendesk. Zendesk is a "cloud-based customer service platform that is designed to improve communication between the company and its customers". We will be handling our tickets using Zendesk and ticket is like whenever someone reach us for a solution, or an update and even a report, it would appear as ticket. Usually one ticket would mean there is one problem that needed to be solved. So our job would be to attend the ticket and help to solve the problem. But we did not have any access for Zendesk yet so we just accessed the Zendesk using our mentors' login credentials to try attending the tickets. We also received our email with the company's domain so that the email can be used for any official matters.
Wednesday, 14th July (7 AM - 4 PM)
- Starting my early morning shift this day and we have been granted our own access on Zendesk. This day I learned how to assign the ticket to myself because yesterday I've tried but failed. It was actually so simple 😂If we have any questions or doubt, we just straight away asked in the Whatsapp group. Later this day, we have also been granted the access to OpsPortal and Setel Dashboard, which is very essential for us to use in handling the tickets. With the those two, we can check the transactions that happened at the station under the Setel apps. We can also check the status of station, the price of the item, fuel purchase and many more on OpsPortal. It is crucial for us to know how to use them.
Thursday, 15th July (OFF DAY)
Friday, 16th July (7 AM - 4 PM)
- It is safe to say that today is my bad day because all the Petronas stations under Sentinel vendor are down. By all I mean, I lost count on how many of them but my ticket numbers increased from <10 to 30+ tickets that I have to handle almost alone since for the 7 AM shift, there's only one person on duty, which is me. But around 12 PM, those stations that are down, are back to active again so I have to reply back all the mass number of tickets, telling them that their station has been set to active again.
Saturday, 17th July (7 AM - 4 PM)
- For Saturday I just continued to clear the ticket from the yesterday's masses which includes making phone calls to the stations as for Zendesk ticket that was created from whatsapp, can't be replied after 24 hours. Thus, we have to make the phone calls in order to reach the stations. It is quite a challenge for me to do the phone calls because I am not familiar with the terms or problem mentioned by the station and at the same time, we cannot really tell the station that we are new interns. So it's more to just-nod the situations and refer to our mentor later on.
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