Internship Experience at Shenzhen Aisixi E-commerce Technology Co., Ltd.

1. Introduction

1.1 Objective

• Gain hands-on experience in cross-border e-commerce
• Improve English communication skills, understand different cultures, and learn about international business operations

1.2 Goals

• Enhance English communication skills
• Gain insight into diverse cultures
• Learn about international business operations

2. Company Overview

2.1 Established

• Founded on April 11, 2018

2.2 Main Activities

• E-commerce
• IT development
• Business consulting
• Software and hardware sales

2.3 Market Focus

• Focused on cross-border e-commerce

2.4 Current Status

• Rapid growth phase with strong market potential

3. My Position and Responsibilities

3.1 Role

• English Customer Service Representative

3.2 Key Responsibilities

• Address customer inquiries, complaints, and suggestions
• Communicate with frontline customer service in the Philippines
• Provide solutions on product, order, and logistics inquiries
• Manage customer complaints and disputes
• Collect and organize customer feedback
• Handle overseas orders

4. Daily Work Process

4.1 Morning

• Check unread emails and messages

4.2 Common Queries

• Provide direct answers and solutions

4.3 Complex Issues

• In-depth investigation and communication with customers

4.4 Feedback Analysis

• Read and analyze customer feedback

4.5 Order Handling

• Confirm order details, verify payment, and monitor shipping status

5. Challenges Faced

5.1 Language Barrier and Cultural Differences

• Overcoming the language barrier and cultural differences to effectively communicate with customers.

5.2 Complexity of Customer Inquiries

• Handling complex customer inquiries and providing accurate and timely solutions.

5.3 Handling Complaints and Disputes

• Managing customer complaints and disputes effectively to maintain a positive customer experience.

5.4 Team Collaboration

• Collaborating effectively with the team to ensure smooth operations and customer satisfaction.

5.5 Work Pressure

• Coping with work pressure and maintaining a positive attitude towards work.

6. Solutions Implemented

6.1 Utilize AI tools for information analysis

• Using AI tools to analyze customer inquiries and provide accurate solutions.

6.2 Create detailed spreadsheets for problematic orders

• Creating detailed spreadsheets to track and manage problematic orders effectively.

6.3 Develop workflow charts for daily operations

• Developing workflow charts to streamline daily operations and improve efficiency.

6.4 Conduct in-depth analysis of product issues

• Conducting in-depth analysis of product issues to identify the root cause and provide effective solutions.

6.5 Familiarize with Filipino customer service expression habits

• Familiarizing with Filipino customer service expression habits to improve communication and customer satisfaction.

6.6 Maintain real-time communication with work colleagues

• Maintaining real-time communication with work colleagues to stay updated on ongoing projects and issues.