Internship report at Rivernet vietnam technology joint stock company

THUONG MAI UNIVERSITY FACULTY OF ENGLISH - - INTERSHIP REPORT COMPANY: RIVERNET VIETNAM TECHNOLOGY JOINT STOCK COMPANY Supervisor: Pham Quang Truc Student: Nguyen Thi Thu Trang Class: K55N2 Student code: 19D170119 Ha Noi, 2023 ACKNOWLEDGEMENT Any achievement is a community contribution To make and complete this report, I have received help, guidance as well as encouragement, and concern about teachers and individuals Therefore, in my internship report, I would like to express my profound gratitude and thanks to all those who contributed to this internship These knowledge and experiences are the luggage for me to have my first real experiences and confidently escape the bubble life First of all, I would like to express my boundless thanks and gratefulness to my supervisor Pham Quang Truc - Lecturer at the English Faculty of Thuongmai University He spent a lot of time and endeavor, always standing together and guiding us wholeheartedly throughout the process of conducting the report Secondly, I luckily have a real working opportunity as an intern under the auspices of Rivernet Vietnam Technology Joint Stock Company I also would like to express my deepest gratitude to Ms Pham Minh Thuy - Manager, who has directly guided me conscientiously In addition, I really thank my colleagues for creating a vibrant and creative working environment so that I can quickly adapt to the work Moreover, I would like to thank the parents and friends who gave me potency and solid support throughout the report Last but not least, I would like to extend my enormous gratitude to my dear Thuongmai University for providing me with the best education and chances to put the acquired knowledge into practice Definitely there exist inevitably deficiencies in the report I would like to ask for the teacher’s comments and suggestions to help improve the report Once again we sincerely thank you! Ha Noi, January 26th, 2023 Student Nguyen Thi Thu Trang i ABSTRACT As a senior majoring in Business English at Thuongmai University, I had the opportunity to take part in a 4-week internship to gain work experience for my future career I am eager to apply English skills after studying translation and interpretation courses at school Therefore, I applied for the position of Customer Service intern at Rivernet Vietnam Technology Joint Stock Company to have a realistic understanding of this field Software engineering which is a concept in the information technology industry, closely relates to aspects of the software production process, is becoming more and more popular in the current explosive technology era Technology is systematically applied to the development, use, and maintenance of system software Expense management software is a means to help businesses manage and control cash flow easier In addition, this software also supports recording specific transactions of the day and holding data securely and safely Electronic invoice software is an electronic data cluster on goods sale and service provision created, sent, received, stored, and managed by electronic means E-invoices are processed on the computer system of organizations that have been granted tax codes when selling and stored on the computers of the parties following the law on electronic transactions Rivernet Vietnam Joint Stock is considered as one of the Vietnamese technology companies in the software industry and is gradually proving itself to be successful in the competitive market The company is a trustworthy counterpart providing software for numerous enterprises, organizations, and individuals After one month of internship at Rivernet Vietnam Technology Joint Stock Company, I write this report to recapitulate the lessons I have learned during my internship and the current situation of using English at the company Due to the short apprenticeship period and my limited capability, the report may contain several mistakes I look forward to receiving comments and evaluations from teachers to enhance my report ii TABLE OF CONTENTS ACKNOWLEDGEMENT i ABSTRACT ii LIST OF ABBREVIATIONS iv LIST OF TABLES, CHARTS AND IMAGES .v CHAPTER 1: AN OVERVIEW OF RIVERNET VIETNAM TECHNOLOGY JSC 1.1 General information about Rivernet Vietnam Technology JSC .1 1.1.1 Introduction of  Rivernet Vietnam Technology JSC .1 1.1.2 History and development process 1.1.3 Core values, Core competencies, Vision and Mission statement 1.1.4.  Organizational structure, function and responsibility 1.2 General information about the internship department 1.2.1.  General information about the Customer Service Department 1.2.2 Structure, function and responsibility of  Customer Service - IS CHAPTER 2: THE INTERNSHIP PROCESS AT RIVERNET VIETNAM TECHNOLOGY JOINT STOCK COMPANY 2.1 Tasks assigned during the internship 2.1.1 Job Description 2.1.2 Diary of tasks during the internship 2.2 Difficulties and lessons learned during the internship 11 2.2.1 The difficulties .11 2.2.2 The learned lesson 12 CHAPTER 3: THE REALITY OF USING ENGLISH AT RIVERNET VIETNAM TECHNOLOGY JOINT STOCK COMPANY 15 3.1 The current situation of using English at the Company .15 3.2 Recommended solutions to improve English ability of the employees .16 CHAPTER 4: SUGGESTION FOR THE SUBJECT OF GRADUATION THESIS 17 CONCLUSION 18 REFERENCES iii LIST OF ABBREVIATIONS Number Abbreviation English Meaning Vietnamese Meaning Rivernet Rivernet Vietnam Công ty Cổ phần Vietnam Technology Joint Stock Technology JSC Company Công nghệ Rivernet Việt Nam Công ty Cổ Nghiem Gia Phat Nghiem Gia Phat Media phần Truyền Media JSC Joint Stock Company thông Nghiêm Gia Phát Boba MEDIA JSC CEO IT VNS Boba Media Joint Stock Công ty Cổ phần Truyền Company thông Boba Chief Executive Officer Giám đốc điều hành Information Technology Công nghệ thơng tin Domestic Customer Service International Chăm sóc khách hàng nước IS Customer Service Chăm sóc khách hàng quốc tế E-Invoice Electronic Invoice Hóa đơn điện tử iv LIST OF TABLES, CHARTS AND IMAGES Number Name Content Image 1.1.1 Logo of Rivernet Vietnam Technology JSC Chart 1.1.4 Table 2.1.2 Internship process Chart 3.1 The organizational structure of Rivernet Page Vietnam Technology JSC The number of people who know English and are fluent in English at Rivernet Vietnam v 10 15 CHAPTER 1: AN OVERVIEW OF RIVERNET VIETNAM TECHNOLOGY JOINT STOCK COMPANY 1.1 General information about Rivernet Vietnam Technology JSC 1.1.1 Introduction of  Rivernet Vietnam Technology JSC - Full name of company: English name    : Rivernet Vietnam Technology Joint Stock Company Vietnamese name : CÔNG TY CỔ PHẦN CÔNG NGHỆ RIVERNET VIỆT NAM - Trading name             : Rivernet Vietnam Technology JSC - Slogan                         : Vision to the future - Legal representative : CEO Nguyen Ngoc Ky - Type of company      : Joint Stock Company - Head office address   : 6th floor, AHF Tower, 67 Khuc Thua Du Street, Dich Vong Ward, Cau Giay District, Hanoi, Vietnam - Tax code                     : 0106896065 - Telephone number     : 0934678389 - Email                           : rivernetvietnam@gmail.com - Date of license           : July 08th , 2015 - Logo of company      : Image 1.1.1: Logo of Rivernet Vietnam Technology JSC 1.1.2 History and development process After more than years of establishment and development, Rivernet has gradually gained success in the field of software publishing The company is a reputable enterprise, trusted by loyal customers, and also collaborated with many other businesses to develop together  July 2015: Rivernet Vietnam JSC was officially established with only 15 employees  March 2018: Rivernet Vietnam JSC cooperated with NGHIEM GIA PHAT MEDIA JSC - a company dealing in electronic and telecommunications equipment and components  August 2019: The company cooperated with a software publishing project with BOBA MEDIA JSC - a company operating in the field of information technology and computer - related services  Up to now, the number of employees is continuously increasing (currently the number of employees is about 290 employees) Besides, Rivernet Vietnam is trying to strengthen internal solidarity, expand cooperation, and broaden relationships with other companies This is also a premise for the development of the company and business scale Proud to be an enthusiastic and exemplary pioneer, the company is endeavoring to create numerous applicable and useful products to help customers understand and use the software effectively 1.1.3 Core values, Core competencies, Vision and Mission statement Core values: three core values “ Trust, Sustainability and Innovation” Core competencies: “Prioritized quality, Relentless creation, Simple usage, and Customer satisfaction” Vision: We draw a big picture for purpose We continuously achieve our goals and identify direction so as to enhance quality and efficient products, services and software to meet customer needs Mission: + Rivernet Vietnam strives continuously to fulfill its mission of providing the best services and solutions, contributing to the development of the Vietnamese IT industry + Rivernet Vietnam aspires to become one of the leading software providing companies in Vietnam with cutting-edge technology and premium resources + The company still attempts to maintain the credo: Customer satisfaction is a top priority 1.1.4.  Organizational structure, function and responsibility Coordination between departments is one of the elements that decide whether a company operates effectively or not At Rivernet Vietnam, the managerial structure of departments is perspicuously divided into tasks but there is no lack of association between departments The staff and departments are well organized and efficient Chart 1.1.4: The organizational structure of Rivernet Vietnam Technology JSC The company organization system includes: Board of Directors: elected by shareholders This is the head unit which is responsible for constructing strategic decisions and plans for the company Controlling department: This department is accountable for monitoring the activities of all departments in the company When the departments not work according to the proper direction, the Controlling department has the right to sanction them Accounting Department: This department is responsible for recording all financial - related business activities of the company Sales Department: Department with the most elevated number of human resources in the company, which brings profit for the company It is responsible for finding potential customers and convincing them to utilize the company’s services and software IT Department: This department is divided into two small units The first unit plays a significant role in inventing, upgrading, and enhancing the software system The further task is to optimize software products and renovate the weaknesses of the software The remaining unit has a tight relationship with the Customer Service department because they will solve errors arising during the use of customers In addition, their work is also closely tied to the Sales department during the software installing and updating period for customers Human Resources Department: The primary task of this department is recruiting to meet the needs of the business Simultaneously, employees of this department also accomplish administrative duties such as clerical work, depositing, and ensure the procedures on workers’ rights according to the law Customer Service Department: This department receives all information about customer complaints, provides directions for handling, and attaches with the technical department to help customers quickly solve arising misconceptions Materials & Equipment Department: The major duty is to manage, monitor, and maintain the equipment when necessary 1.2 General information about the internship department 1.2.1.  General information about the Customer Service Department The head of my internship department is Ms Nguyen Thi Thanh Huyen Customer Service divides into two teams One team is domestic customer service (Customer Service - VNS) The other team takes care of international customers (Customer service - IS) Each team has its own manager who guides the employees, follow the work progress according to schedule.  At Rivernet Vietnam Technology Joint Stock Company, I applied for the International Customer Service team (Customer Service - IS) in the Customer Service CHAPTER 2: THE INTERNSHIP PROCESS AT RIVERNET VIETNAM TECHNOLOGY JOINT STOCK COMPANY At Rivernet Vietnam Technology Joint Stock Company, I work as an intern in Customer Service - IS As a business English student, I always put improving my English skills and soft skills first Therefore, when I have the opportunity to work in a dynamic and creative environment like Rivernet Vietnam, I aspire and set the following goals: - Apply the intellectual knowledge at university in practice, simultaneously cultivate and experience them - Enhance professional language skills, gain exposure to specialist business jargon - Address flexibly in each situation, quickly grasp customer needs and maintain long lasting relationships with customers - Have proficiency in office procedures - Integrate and learn from colleagues and quickly adapt to the new working environment 2.1 Tasks assigned during the internship 2.1.1 Job Description My job is an International Customer Service officer Software served for business companies, organizations and individuals is the primary product which I take over Numerous foreign customers’ interest in Rivernet Vietnam’s products is a testament to the trust of customers and Rivernet Vietnam also has a top position in the software market Moreover, I connect with customers according to the available data to survey the quality On that basis, I propose the solution for the customer Furthermore, I also check mail and contact customers via social networks such as Whatsapp, Zalo Personally, this job is very interesting and gives me many valuable lessons It requires more of a senior: good communication skills, flexibility, perseverance, and stress tolerance Customer service is not only a job in which you can make money to feed yourself, it also gives you lots of skills and life experiences that are difficult to find in other professions In short, I am very lucky to be an international customer service staff This work helped improve my typing skills, communication skills, listening and speaking English skills,… 2.1.2 Diary of tasks during the internship During my intern time at the company, I was fortunate to experience many different assignments and have the opportunity to donate concepts to the Customer Service department From the first days, I familiarized with amount of specialized documents such as commercial invoices, legal business-related circulars, receipts for the collection of shipping fees Actually, I felt pressured when starting new experience Here is the detail of my internship process The internship period began from December 14th, 2022 to January 7th, 2023 My main internship time is from Wednesday to Saturday morning During this time, the company supported me off some days coincided with the exam at university Office time: In the morning: from 8:00 a.m to 11:45 a.m In the afternoon: from 1:30 p.m to 4:45 p.m Time Training process Week Day 1: (from 14/12/202 December 14th , 2022 to December Expected results - Contact to the company, begin participating in the internship Comply with company regulations - Meet and greet people, take a - Adapt to the trip around the company with working manager environment - Familiarize first step with my - Understand and be 17th , 2022) rules, duties and responsibilities - Accumulate general information about Rivernet: founded year, type of business, features, operation model, departments… - Make acquaintance with the colleagues and environment - Learn and note specialized terms during the internship Day 2: 15/12/202 - Receive the instruction about my works in English - Discuss with Ms Thuy about working time, article quantity/week and salary - Listen to the old good calls of seniors to initially approach - Observe the employees making Day 3: 16/12/202 the call to understand how the theories learned are applied - Take notes and ask longtime employees and trainers to answer questions during the listening process Day 4: - Review the knowledge (vocabulary, process ) and skills aware of their responsibilities during period internship learned after three days - Start receiving first international 17/12/202 calls under the supervision of trainer - Make your own list of common problems - Receive international calls and guide the client to use the software - Complete the assigned tasks well - Learn communication skills and - Quickly grasp the handle situations Week (from December 21 , st 2022 to December 24 , th - Check customer messages on - Improve the ability social networking platforms - Connect with the IT department 2022 needs of customers to support arising errors - Record negative feedback and customer complaints to report to to handle situations with customers - Learn more knowledge related to technology software management - Continue doing the same things - Enhance English as the second week - Connect with old customers to survey service quality and report it to the manager Week - Support the IT department when (from December 28 , th 2022 to December 31 , st they have language barriers during handling error communication skills, especially related to business, economy… - Have proficient in customer service process at Rivernet Vietnam in particular - Send gifts and thanks for using and other businesses the service to customers who have in general birthdays or important monthly holidays in the customer’s country and on the occasion of Christmas 2022) and New Year’s Eve - Continue doing the same tasks as in the second and third weeks Service department serve in a future job - and management - Prepare gifts for organizations, to January 7th , 2023) businesses, and individuals who are foreign customers living in Vietnam on the occasion of Christmas and New Year's Eve - Attend a small party in the Service department after a month of work Table 2.1.2: Internship process 10 more Keep good memories in a month (from January 4th , 2023 Customer Broaden social relationships propose solutions to team and Week numerous interesting lessons to - Attend meeting of the Customer - Make a monthly report Gain of internship in this dynamic, and creative, professional environment 2.2 Difficulties and lessons learned during the internship 2.2.1 The difficulties The most extensive difficulty is adaptation I always want to challenge myself with new things, but there are still surprises, and not know starting point The second difficulty is translation, namely using four English skill into practise The third challenge is applying the learned knowledge in practice Each step in the customer service process when consulting has arisen with the attitude and requirements of the customer The next one is overcoming the pressure My internship period coincided with an examination at university, so the studying time in parallel with taking on a new role put a lot of pressure on me to arrange the appropriate time and complete it Everything was new for me the first week Although I had prepared mentally in advance, I realized that I still had many shortcomings, especially in vocabulary Besides, a dynamic environment like Rivernet Vietnam also requires the ability for stress tolerance I was very confused on the first calls when lacking in vocabulary, even not fully understanding the meaning of the sentence with different accents After working hard continuously and learning from experience, I have more improvement Next, in the second and third week, I have to handle my own problems Software engineering is a complicated field and there are tons of technical terms Grasping the terms is not easy, I often spend much time looking them up Moreover, researching the difference between culture and customs makes me feel a headache Eventually, I am sometimes a little concerned about my English pronunciation Each customers has different intonation and who reflects about quality are quite annoyed and speaks quickly, all of which are challenges for me Moreover, composing and responding to an email is difficult task for me I always pay attention to using correct formal terms during writing Every email or letter represents the company, so every mistake spot or comma is unprofessional I had the opportunity to review Writing skills in Business Correspondence But it also took me 2-3 days to get used to and be accurate in both form and content The technical terms cause trouble for me It seemed that it was not until the third week that I was able to adapt well to the job 11 Finally, in the last week, I had a personal task of doing the monthly report as well as summarizing my internship, along with still having to the same task as in the second and third week made me feel overwhelmed I seemed to understand the pressure of those officer staff who are up to the eyes in paperwork and reports at the end of the month Fortunately, my colleagues supported me so that I did not give up and could finish well I am really grateful to them In short, any job will have pressure, but “no pressure, no diamonds” We can anything we want to if we stick to it long enough Going through this short internship period helped me change in both positive perception and skill improvement 2.2.2 The learned lesson From these difficulties, I draw lessons about adaptation, translation, experimentation and stress tolerance I have always a great sense of adaptation, but it is only when I have actually experienced it that I have found that self-effort is the key factor, the surroundings being the second Creating a habit takes at least 60 days, I can consider completing tasks well only 30 days as a good adaptation for myself in the office environment Translation lesson combines to many skills in English  Vocabulary - Reading skills: In particular, I learned a lot of vocabulary about software Through the exchange of emails or correspondence, I have broadened the use of vocabulary such as phrases, slang and pronunciation Taking notes is also a lesson I always have a pen and a notebook on hand We help me take notes main points to comprehend what the customer conveys In addition, Vietnamese people have a habit of synthesizing words and putting them together To be honest, this habit makes me difficult and I learned to think about information in English more so that I would not limit in translation  Listening - Speaking skills: The internship gave me the opportunity to communicate with foreigners and made use of my translation and interpretation knowledge by taking care of customers and translating foreign documents and responding to emails I realized that my English listening and speaking skills have 12 been improved a lot through practice I learned how they pronounce words, how to use phrases, and slang words, and how they emphasize English syllables With the help of a supervisor, I am able to see what I have accomplished and what I am lacking through my weekly practice  Writing skills: Composing and sending a professional email can help you impress customers or partners, sometimes even affect the success of a negotiation Making a request is one of the two most popular content when writing a commercial email in English, the request an email need to be polite, professional and clear If you are not satisfied with what your partner has to offer, using complaints is inevitable However, complaints should be polite, avoid using too heavy, indecent words that can be affect the relationship with partners and customers we can use sentences like “I am writing to express my dissatisfaction with …” instead of “I disagree with your company’s offer”… Under the enthusiastic guidance of manager Ms.Thuy along with my knowledge, I was able to write a complete business English letter Ms.Thuy showed me the letter what customers are most interested in, tips to make the letter more attractive to customers’ eyes, and writing strategies to solve problems Next, I gained many valuable experience in Customer Service The principle of “Customer is God” is initial Apologies and corrections are indispensable when the fault belongs to the company In many cases, customers often lose their temper, I know how to skillfully handle customers to calm their anger On the other hand, where the fault lies with the customer, blaming the customer is taboo Instead of blaming, we should slowly explain to the customer to understand the problem Beside, cultural knowledge attracts me much time to access to customer closer Emotional control and word selection also help me a lot in life In particular, patience is a valuable lesson that I learned because I am a rather impulsive person Stress tolerance is the last lesson Facing stress requires me to arrange a suitable timetable Besides professional improvement, changing perception is also a good lesson Not being confused when busy, not giving up, and finding myself relaxation are what I have learned For the sake of completeness, my detailed monthly plan is set up more detail than the past 13 In short, I realized that knowledge is endless, if you want to be more professional, you have to learn and practice every day During the internship period, I have learned a lot of things which will be my luggage for the future I also want to send profound thank to Rivernet Vietnam, my dear colleagues and especially Ms.Thuy who gave me the chance to experience working in such a professional environment 14