Kerja Intern, Membership Services Division (Summer 2027) di National Trades Union Congress (NTUC) - Maukerja

Who we are.

Pioneering workers' rights since 1961, the National Trades Union Congress (NTUC) unites 59 trade unions, seven trade associations, 12 social enterprises, and other enterprise partners as we create better lives for workers here in Singapore.

Our work cuts across the different ages and stages of life as we walk the ground and respond to everyday needs. Through initiatives that protect our workers at work, transform careers, manage the cost of living, help with financial resilience and health, and nurture relationships for families, we champion every worker through every touch point as we work towards better wages, welfare, and work prospects.

Because Every Worker Matters.

Role Overview:

The intern will support the Virtual Assistant (VA) team and seek the team's review of the following key work:

1) Suggest improvements to VA responses and workflows to address members' enquiries;

2) Suggest refinements to VA responses to improve member experience, and;

3) Draft Standard Operating Procedures (SOPs) for knowledge management.

Key Responsibilities:

1. Support improvements to VA responses and workflows to address members' enquiries

Generate reports related to VA to provide an overview of VA performance. Identify and conduct analysis on the reasons that members stop using the VA or request human assistance. Recommend improvements to VA responses and workflows, so that members can resolve their enquiries on their own and reduce requests for human assistance.

1. Suggest refinements to VA response to improve member experience

Identify gaps in VA responses that are unclear or do not address members' enquiries. Suggest refinements to address the identified gaps in VA response, such that responses are member-centric, clear, and easy to understand.

1. Draft SOPs for knowledge management

Draft SOPs that capture processes and information to support knowledge sharing. Verify documented processes and information with the relevant team members to ensure accuracy and completeness.

Key Deliverables

By the end of the internship, the intern should produce the following key deliverables including recommended improvements to VA responses and workflows, suggested VA responses that address members' enquiries and minimize requests for human assistance, drafted SOPs that capture processes and information to support knowledge sharing, and summarized list of key findings, recommendations and proposed next steps to be presented to the team.

Candidate Profile

• Interested in member experience, digital services and AI.
• Clear written communication and attention to detail.
• Ability to compile data and information into clear, well-organized reports.
• Willingness to learn, collaborate, and work independently on defined tasks.

We regret to inform that only shortlisted candidates will be contacted.