Intern, Control Tower (Booking Operations & Support)

Job Description

HIRING: Control Tower Intern (Booking Operations & Support)

Location: Puchong Office (may relocate to nearby areas)
Employment Type: Internship (Contract)
Shift: Rotational shifts, including weekends

Role Overview

As a Control Tower Intern, you will support the day-to-day execution of advance booking operations within the ride platform. You will assist in coordinating between drivers, customers, and internal teams to ensure smooth booking fulfillment. This role offers hands-on exposure to real-time operations, data tracking, and problem-solving in a fast-paced environment.

Key Responsibilities

Booking Operations & Monitoring

• Assist in managing advance bookings, including job card creation, driver assignment, and status updates.

• Monitor bookings in real time to support timely driver allocation and trip completion.

• Help track operational performance, including completion rates and cancellations.

• Identify basic booking issues (e.g., unassigned jobs, scheduling conflicts) and escalate when necessary.

Customer & Driver Support

• Support communication with drivers and passengers regarding advance bookings.

• Respond to inquiries via internal channels and escalate complex cases to relevant teams.

• Assist in sending reminders and updates to ensure booking readiness.

• Maintain records of operational issues and support activities.

Data Management & Reporting

• Update and maintain booking data from dashboards and internal systems.

• Ensure data accuracy in live tracking sheets and remove duplicates.

• Support reporting by preparing data in Google Sheets.

• Assist in identifying trends and insights to improve operations.

Process & Cross-Team Collaboration

• Follow SOPs to ensure consistent operational processes.

• Collaborate with Operations and other teams to resolve issues.

• Contribute ideas to improve workflows and efficiency.

Skills & Competencies

• Operational Awareness: Basic understanding of workflows and ability to follow processes.

• Communication Skills: Clear verbal and written communication.

• Time Management & Multitasking: Able to handle multiple tasks in a fast-paced setting.

• Attention to Detail: Ensures accuracy in data and operations.

• Problem Solving: Willingness to learn and resolve issues with guidance.

• Teamwork: Able to work independently and collaboratively.

Qualifications & Requirements

• Malaysian citizens only

• Open to students or fresh graduates (Internship level)

• Preferred background in Business Administration, Management, or related fields

• Basic proficiency in Google Workspace (especially Google Sheets)

• Good command of English; additional languages (Malay, Mandarin, Tamil) are an advantage

• Willing to work rotational shifts and weekends

• Able to be based in Puchong (or relocate nearby)