Graduate Trainee / Intern – Operations & Support at PicckR

Job Title: Graduate Trainee / Intern – Operations & Support

Role Overview

• As a Graduate Trainee / Intern at PicckR, you will play a supportive role across multiple departments, gaining valuable insights into business operations while contributing to the success of the company. 
• You will assist with daily operational tasks, customer support inquiries, market research, data analysis, and administrative duties.
• The ideal candidate is a fast learner, problem-solver, and team player with strong communication and organizational skills. 
• This role is perfect for individuals looking to kickstart their careers in a dynamic startup environment while developing practical skills in logistics, technology, and customer engagement.

Key Responsibilities
Operations Support:

• Assist the Operations team in monitoring and improving delivery efficiency.
• Track and analyze key performance metrics such as delivery success rates, customer feedback, and driver performance.
• Support logistics coordination, including matching deliveries to available PicckRs.
• Assist in troubleshooting delivery-related issues in collaboration with the Customer Support team.

Customer Support Assistance:

• Handle basic customer inquiries and support tickets under supervision.
• Assist in resolving minor customer complaints and escalating critical issues to senior support agents.
• Conduct follow-ups with customers and PicckRs to ensure a smooth user experience.
• Collect and document frequent customer concerns to help improve platform services.

Business Development & Marketing Support:

• Research and identify potential business partnerships and user acquisition opportunities.
• Assist in social media engagement, email marketing, and content creation.
• Support the marketing team in planning and executing promotional campaigns.
• Help manage business outreach efforts, including cold emailing and lead generation.

Data Analysis & Reporting:

• Assist in collecting and analyzing data on customer trends, delivery performance, and support interactions.
• Generate weekly reports on platform activity, identifying key insights and areas for improvement.
• Work with teams to interpret data-driven insights to optimize operations and user engagement.

Administrative & Cross-Team Support:

• Provide general administrative support to different teams as needed.
• Assist in organizing internal documents, scheduling meetings, and preparing reports.
• Collaborate with different teams to ensure smooth interdepartmental communication.
• Participate in brainstorming sessions and contribute fresh ideas for platform improvements.

Required Qualifications & Skills

• Education: Recent graduate or final-year student in Business, Marketing, Communications, Logistics, or a related field.
• Communication: Strong written and verbal communication skills.
• Problem-Solving: Ability to think critically and provide practical solutions.
• Tech-Savvy: Comfortable using digital tools such as Google Workspace, Microsoft Office, and CRM software.
• Organizational Skills: Ability to prioritize tasks and meet deadlines.
• Customer-Focused: A passion for providing exceptional user experiences.

Key Performance Indicators (KPIs)
Operational Support & Efficiency:

• Task Completion Rate: Successfully complete 90%+ of assigned tasks within deadlines.
• Accuracy in Operations Support: Ensure minimal errors in delivery coordination and reporting.

Customer Support Effectiveness:

• Response Time: Assist in responding to customer inquiries within 10 minutes during working hours.
• Issue Resolution Rate: Contribute to resolving at least 85% of assigned tickets.
• Customer Follow-ups: Conduct at least 20 customer follow-ups per week.

Business & Marketing Contributions:

• Lead Generation: Assist in identifying at least 20 potential business leads per month.
• Engagement Rate: Support social media engagement efforts with consistent interactions and insights.
• Email & Campaign Support: Contribute to at least 2 email campaigns or promotions per month.

Data & Reporting Accuracy:

• Report Submission Rate: Submit weekly performance reports on time.
• Data Accuracy: Maintain 95%+ accuracy in data entry and analysis.

Expectations for Success:

• Proactive Mindset: Take initiative in learning and assisting with various tasks.
• Strong Communication Skills: Effectively collaborate with teams and handle customer interactions.
• Attention to Detail: Ensure accuracy in all support tasks, from data entry to customer follow-ups.
• Adaptability & Multitasking: Handle multiple responsibilities in a fast-paced environment.
• Team Collaboration: Work closely with different departments to support company objectives.
• Willingness to Learn: Show enthusiasm for gaining industry knowledge and developing new skills.

Application Instructions:

The application deadline is 20th March, 2025. Qualified and interested candidates should send their updated Resume to: [email protected]  using the Job Title as the subject of the email.

Note: Only qualified candidates will be contacted. It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.