Updated: Sep 10, 2018
Hi everyone! I’m Yueqi and I'm a Customer Service Intern at REFASH!
So today's the last day of my internship and I can't believe how two months have gone by just like that! Being an intern at REFASH was definitely the highlight of my Summer break (yes, it's time to go back to school 😭).
But before I leave, I've learned sooo much in such a short amount of time and I'd love to share with you about my internship experience at REFASH!
Hope you enjoy :)
I’m a people’s person and I love interacting with others! In my previous internship at 'Ground-Up Initiative', I handled customer service too but in a different setting, where there was more face-to-face interaction. When joined REFASH, I knew there wouldn't be as much face-to-face interaction but instead handling customers and their queries via an online platform. I thought that was quite cool because I've always wanted to experience what it’s like to be on "the other side of the screen".
What is my role?
As a Customer Service Intern, I handle all customer queries via email and clarify any doubts they have.
My main responsibility is to let customers know that we're here to help and to provide them with the support they need.
I think a big part of the job requires me to be empathetic towards the customer. It's important for me to understand 'the root of the issue' or the customer's 'pressure point' before I can work towards helping him/her to resolve the issue.
How do you handle 'tough' customers?
Generally, the problems encountered by customers are fairly common. But in the case where I have to deal with a 'tough' customer, I'll usually put myself in their shoes and try my best to give the customer 'fair reply'. While it's important to be empathetic towards the customer, there has to be a balance between empathy and finding a solution or compromise that is acceptable for both REFASH and the customer.
How has your experience been?
It's been an extremely fun and fruitful experience for me! Coming into the internship, I didn’t expect that I would find 'a sense of family' at REFASH.
I didn’t to expect to be able to open up to my bosses so easily and it's amazing how they can make you feel so valued and supported. You can give them your suggestions and they'll always consider it. Everyone is really understanding and patient as well when you make mistakes because they know that you're still learning. So, that’s something I’m really grateful about - being in such an endearing environment.
What’s your favourite thing about REFASH?
Definitely the working environment. Even though the team is really small, I think there are so many perks. For instance, being able to connect with each individual on a much deeper level.
To me, I don't see everyone as colleagues who say 'hi' and 'bye' to each other, but as friends whom I can trust, not just on a professional level but on a personal level as well. That's something I find incredibly special about working at REFASH. It's really about the people.
What's something valuable you've learned?
Flexibility. Because we’re a very small work team, you basically have to handle multiple roles at once. So I had to learn how to do 'Processing' and other stuff regarding both online & offline selling. There's a lot of supporting each other whenever help is needed.
On that point, I've also learned to trust that others will fulfil their responsibilities. Personally, when I delegate tasks, I have to step in to oversee every detail and what's going on. But through these two months, I've learnt that sometimes you just have to trust people and know that they will do their duties. Even if they do make mistakes, it's always a good learning opportunity for them!
On a final note...
My experience with Refash has been more than what I expected. I did not expect myself to enjoy working there as much as I did. I did not expect to learn more about myself, my strengths and weaknesses. I did not expect myself to be so much more appreciative of the duties Customer Service entails. I did not expect myself to feel so accomplished and challenged. I did not expect to feel so appreciated and valued for the work that I do. I did not expect myself to step out of my comfort zone and to push myself, even having to rotate among multiple roles. And most of all, I did not expect myself to miss working with this team.
But all these did happen because of this opportunity. I am so grateful to have worked alongside such competent and compassionate team mates and superiors. I had so much fun working there and I could not be more thankful to have been a part of such an incredible team and REFASH’s journey.