CHAPTER 1: INTRODUCTION AND CONTEXT OF THE INTERNSHIP REPORT

1.1. Self-Introduction

My name is Vo Thi Thuy Tien, a final-year student majoring in English Language at

Industrial University. During my studies, I have developed a solid foundation in various
language skills, including communication, translation, and customer relations. As part of my
graduation requirements, I was given the opportunity to intern at Edutek, where I took on the
role of a Customer Service Intern from 17/7/2024 to 17/10/2024. This internship has not only
helped me gain practical experience but has also provided invaluable insights into my chosen
career path.

1.2. Significance of the Internship

The internship period, lasting from 17/7/2024 to 17/10/2024, served as a crucial stage in
bridging the gap between theoretical knowledge and real-world application. The main purpose
of this internship was to provide me with hands-on experience in the field of customer
service, where I could apply the English language skills I have acquired throughout my
academic studies. This experience allowed me to interact with clients, handle customer
inquiries, and resolve issues, all while working in a dynamic professional environment.

The internship played a vital role in my professional development, as it gave me a deeper

understanding of how customer service functions within an organization. More importantly, it
helped me improve essential skills such as communication, problem-solving, and teamwork.
The practical exposure gained during this period is indispensable for my future career, as it
has not only broadened my understanding of the customer service industry but also enhanced
my confidence in working with both local and international clients.

From an academic perspective, this internship is essential for my major in English

Language. It allowed me to see how language is used in real business contexts, particularly in
the service industry. By engaging in everyday communication with customers, I was able to
refine my language proficiency, develop better cultural awareness, and improve my ability to
provide clear and effective customer support.

This experience has also helped shape my career direction. It confirmed my interest in
pursuing a career in customer service or a related field, where I can continue to use my
language skills and interpersonal abilities to assist and satisfy customers. The knowledge and
skills gained during this internship are highly relevant to my future career aspirations, and I
believe that the experience I obtained will serve as a strong foundation for my professional
journey ahead.
CHAPTER 2: THE INTERNSHIP ORGANIZATION

2.1. Name, Address, History, Vision, and Objectives

2.1.1. Company Name: Edutek

2.1.2. Address: 3rd Floor, 163 Nguyen Van Troi Street, Ward 11, Phu Nhuan District, Ho Chi
Minh City

2.1.3. History:

Edutek was founded in 2019 with the goal of providing modern educational technology
solutions to schools, training centers, and educational organizations across the country.
Initially, Edutek was a small startup with a few founding members who had a deep passion for
education and technology. However, thanks to persistence, creativity, and quality services,
Edutek quickly established its position in the industry.

In the early years, Edutek focused on developing Learning Management Systems (LMS)
to help schools and educational organizations manage their teaching and learning processes
more efficiently. Edutek's products enabled teachers and students to interact easily through
online learning environments, while also providing tools to track and assess learning progress.

By 2022, Edutek expanded its operations into other areas such as developing interactive
learning tools, online examination platforms, and educational technology consulting services.
The company also expanded its market to Southeast Asia, providing solutions to various
educational institutions in neighboring countries.

With strong growth and a long-term vision, Edutek continues to innovate to meet the
increasing demands of the market. Today, Edutek has become one of the leading companies in
the educational technology sector in Vietnam, with thousands of clients using its products and
services to enhance the efficiency of teaching and learning.
2.1.4. Vision:

E-learning is the necessary trend in education of every country due to the rapid changes in
learning needs and technology. It helps to solve issues about time and location flexibly.
 E-learning is not only to study passively by video but also active knowledge acquisition
via continuous interaction between trainers and learners or learners together, so that learning
is more lively and efficient. Therefore, Edutek strives to become the leading provider of
innovative educational technology solutions in Southeast Asia,one of the best companies in
the era of modern learning, transforming the way people teach and learn through the use of
cutting-edge technology.

2.1.5. Objectives:

The primary objectives of Edutek include:

- Delivering high-quality, user-friendly educational technology products that enhance

the effectiveness of teaching and learning.

- Providing excellent customer service and support to ensure client satisfaction.

- Innovating continuously to stay ahead in the field of educational technology.

- Expanding market reach by increasing partnerships with educational institutions

across Vietnam and Southeast Asia.

2.2. Organizational Structure

Edutek follows a hierarchical organizational structure with the following key departments:

(1) Sales and Marketing Department: focuses on promoting Edutek’s products and
services, acquiring new clients, and maintaining relationships with existing customers.
(2) Product Development and IT Department: this department is responsible for
designing, developing, and maintaining the company’s educational software and
technology platforms.
(3) Customer Support Department: provides assistance to clients regarding technical
issues, product usage, and other inquiries.
(4) Human Resources and Administration Department: handles recruitment, staff
management, and general administrative tasks within the company.
(5) Accounting Department: manages the company’s financial operations, including
budgeting, invoicing, payroll, and financial reporting. This department ensures the
financial stability and compliance of the company.
(6) Design Department: responsible for creating visual content and design elements for
Edutek's products, marketing materials, and branding. This department plays a crucial
role in enhancing user experience and maintaining a consistent and professional brand
image.
 Each department works collaboratively to achieve Edutek’s overall objectives and maintain
high standards of service.

2.3. Products

2.3.1. Professional Learning Management System (LMS)

Edutek's LMS simplifies course management by allowing easy handling of learners, study
processes, and documents, while also supporting the upload of recorded videos. Teachers can
create assignments and maintain a test bank within the system. The LMS automatically
generates and grades tests, enabling both teachers and students to track and evaluate progress
with ease. Additionally, the platform ensures the security of user content, protecting it from
unauthorized downloads or copying.

2.3.2. Virtual Classroom

Edutek’s virtual classroom supports online learning through multiple features:

- Two-way livestream with full support for microphones, webcams, and cameras.

- Screen sharing, slideshows, and video presentations to enhance lessons.

- Real-time interaction between instructors and learners via microphones and webcams.

- Sessions are automatically recorded and saved for future reference.

2.3.3. CRM for Education and Training Providers

The learner tracking system provides precise metrics for each student, enabling automatic
and efficient customer support. Integrated notification, email, and SMS systems allow for
instant communication, facilitating remarketing efforts and boosting customer retention.

2.3.4. Training Management Features (Reports)

- Reports: Generate insights on learning effectiveness, revenue, and other relevant data
based on specific needs.

- Management: Efficiently manage and delegate tasks to users, upload lessons, and
organize courses.

- Multi-platform Support: Learners can access courses from anywhere using a PC,
laptop, tablet, or mobile phone.

2.3.5. Buy and Sell Online Courses

The platform fully supports payment gateways, along with learning code management,
coupon, and affiliate systems. Membership features are also available, allowing learners to
quickly and easily access the courses they need.