Call Centre Intern – Two (2) Positions

Role Overview

This internship places you at the front line of a major convention’s delegate support operation. You will handle inbound and outbound communication across phone and WhatsApp, helping both prospective and confirmed attendees navigate registration, fees, accommodation, and programme logistics. Your day-to-day efforts directly influence conversion rates and attendee satisfaction, making you a critical link between the secretariat and the people it serves.

Key Responsibilities

• Answer incoming calls and WhatsApp messages in a warm, professional manner, resolving delegate queries about the event schedule, fees, venues, and participation criteria.
• Proactively contact prospective delegates to answer questions, encourage sign-ups, and guide them through the registration steps.
• Reach out to registered delegates to verify attendance, check outstanding documentation, and ensure they have everything needed for a smooth arrival experience.
• Keep the delegate database accurate by logging every interaction, updating contact details, and flagging missing information.
• Support the confirmation process by preparing and sending registration acknowledgements and follow-up reminders.
• Identify complex or sensitive enquiries and route them to the appropriate internal team for timely resolution.
• Maintain a consistently courteous and helpful tone with all stakeholders, even during peak enquiry periods.
• Assist with ad-hoc administrative or communication tasks tied to the convention’s preparation and on-site operations.

Requirements & Qualifications

• Excellent spoken and written English, with the ability to explain complex logistical information in a clear and friendly way.
• Strong customer-service instincts and the ability to remain composed when handling high volumes of enquiries.
• Solid telephone etiquette, including active listening, clear articulation, and the ability to steer conversations toward positive outcomes.
• Meticulous attention to detail when entering data, updating records, or confirming registration details.
• Dependable follow-up habits, with a natural tendency to check back on unresolved items until they are closed.
• Effective organisational and time-management skills, capable of prioritising tasks in a fast-paced environment.
• Comfort with Microsoft Office tools (Word, Excel, Outlook); prior experience using CRM or event registration databases is a plus.
• A collaborative attitude, eager to pitch in where needed and support teammates during peak activity windows.