Job Location:
The Parq Building
Minor Hotels is a global hospitality leader with over 600 hotels and resorts across six continents, a diverse portfolio of F&B businesses and a selection of luxury transportation services. With over five decades of experience, Minor Hotels has built a global network of hotel and hospitality brands driven by one key philosophy – we don't need to be the biggest, but we do need to be the best.
Perpetually driven by an entrepreneurial spirit, we create better hospitality brands, businesses and partnerships. We do this because hospitality is our calling. We live and breathe it every day, always led by what matters most to our guests, our team members and our partners.
Joining Minor Hotels means becoming part of a truly international team, with real opportunities to grow, make an impact, and deliver what people truly want most.
Department: Customer Service Systems
Duration: Internship (3-6 months)
Reporting To: Manager, Customer Service Systems
Students will be exposed to enterprise customer service platforms (Zendesk), AI-assisted customer experience solutions, reporting and analytics, knowledge management, business process design, vendor collaboration, and regional projects supporting hotels across Australasia, Asia, the Middle East, and Africa.
The intern will work closely with the Customer Service Systems Manager to support platform administration, documentation, reporting, testing, process improvement initiatives, and operational projects while gaining practical experience in hospitality technology and customer experience transformation.
Key Activities
- Support Zendesk administration and configuration activities.
- Assist with data analysis, reporting, and dashboard preparation.
- Participate in system testing and validation for new enhancements and releases.
- Help maintain process documentation, administration guides, and operational procedures.
- Support the management and governance of the Zendesk Help Center and Knowledge Base.
- Conduct knowledge article reviews to identify outdated, duplicate, missing, or improvement opportunities.
- Assist with knowledge base audits to support AI readiness and self-service initiatives.
- Support project coordination, stakeholder communications, and project documentation.
- Assist with AI, automation, and digital transformation initiatives, including Copilot and Automated Resolutions.
- Conduct research and analysis to identify operational improvement opportunities.
- Support user training, adoption, and change management activities.
Skills & Competencies Required (must *)
- English communication skill*
- Strong analytical and problem-solving skills.
- Excellent attention to detail.
- Good written and verbal communication skills.*
- Proficiency in Microsoft Excel, PowerPoint, and Word.
- Ability to organize information and manage multiple tasks.*
- Curiosity and willingness to learn new technologies.*
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