Intern, Aftersales Customer Relations & Voice of Customer

Intern Aftersales Customer Relations & Voice of Customer (VOC)

The Intern Aftersales Customer Relations & Voice of Customer (VOC) will support the Aftersales operations team in maintaining high standards of customer satisfaction and case management. Reporting within the Aftersales department, this role assists with customer communications, case tracking within the CRM system, Voice of Customer (VOC) feedback collection, and cross-functional coordination with Quality, Engineering, and Operations. This internship offers hands-on experience in customer success, CRM administration, and service operations within an innovative AI electric vehicle and robotics company.

Key Responsibilities:

Customer Experience

• Support customer communication throughout the service process.
• Respond to customer inquiries under the guidance of the Aftersales team.
• Assist with customer follow-up after repairs, deliveries, and service campaigns.
• Help maintain a positive customer experience.

CRM & Case Management

• Create and update customer cases within the CRM system.
• Maintain accurate customer records and service history.
• Assist with tracking open customer cases through completion.
• Monitor Service Level Agreements (SLAs) and notify the team of overdue cases.

Voice of Customer (VOC)

• Collect customer feedback through surveys and follow-up communications.
• Assist with preparing VOC reports and trend summaries.
• Help identify recurring customer concerns for management review.
• Support continuous improvement initiatives based on customer feedback.

Customer Communications

• Assist with scheduling customer appointments.
• Coordinate customer communications regarding repair status and service updates.
• Support logistics for parts shipments, returns, and warranty activities.
• Help prepare customer communication templates and documentation.

Administrative Support

• Maintain accurate service records.
• Assist with document preparation and filing.
• Support Aftersales projects and special assignments.
• Participate in department meetings and training activities.

Learning Opportunities

• Customer Relations & VOC Reporting
• CRM Administration (Zendesk, Salesforce, or equivalent)
• Warranty Administration & Repair Order Workflow
• Customer Case Management & Service Campaigns
• Mobile Field Operations & Robotics Aftersales
• Cross-functional collaboration with Engineering, Quality, Supply Chain, and Operation.

Basic Qualifications:

Experience:

• Prior experience in customer service, call center operations, retail, hospitality, or client-facing support roles (02 years of experience).

Education:

• High School Graduate

Technical Skills:

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Familiarity with basic web applications, email handling, and computer systems (experience with CRM software like Zendesk or Salesforce is a plus).

Communication & Detail Orientation:

• Strong verbal and written communication abilities with a customer-first mindset.
• Excellent organizational skills and high attention to detail.
• Ability to multi-task and manage customer inquiries efficiently in a fast-paced environment.
• Positive attitude with a focus on problem-solving and team collaboration.

Travel:

• Ability to travel up to 10% as required to support customer visits, training, meetings, and company events.

Preferred Qualifications:

• Prior experience with CRM systems such as Zendesk, Salesforce, or similar tools.
• Interest in automotive, electric vehicles, robotics, or advanced technology.
• Demonstrated experience working effectively in a team-oriented startup environment.

Work Schedule

• Ability to support after-hours, weekend, or holiday customer activities during product launches, customer events, or critical business needs.

Salary Range: $18/hour

Perks + Benefits

• Healthcare + dental + vision benefits (Free for you/discounted for family)
• 401(k) options
• Casual dress code + relaxed work environment
• Culturally diverse, progressive atmosphere
• "Soul of Faraday" community outreach team

Faraday Future is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.