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 S

THUONG MAI UNIVERSITY FACULTY OF ENGLISH

- -INTERSHIP REPORT

COMPANY:

RIVERNET VIETNAM TECHNOLOGY

JOINT STOCK COMPANY

Supervisor: Pham Quang Truc

Student: Nguyen Thi Thu Trang

Student code: 19D170119

Ha Noi, 2023

Any achievement is a community contribution To make and complete thisreport, I have received help, guidance as well as encouragement, and concern aboutteachers 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 Theseknowledge and experiences are the luggage for me to have my first real experiencesand confidently escape the bubble life

First of all, I would like to express my boundless thanks and gratefulness to mysupervisor Pham Quang Truc - Lecturer at the English Faculty of ThuongmaiUniversity 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 theauspices of Rivernet Vietnam Technology Joint Stock Company I also would like toexpress my deepest gratitude to Ms Pham Minh Thuy - Manager, who has directlyguided me conscientiously In addition, I really thank my colleagues for creating avibrant 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 potencyand solid support throughout the report Last but not least, I would like to extend myenormous gratitude to my dear Thuongmai University for providing me with the besteducation and chances to put the acquired knowledge into practice

Definitely there exist inevitably deficiencies in the report I would like to ask forthe teacher’s comments and suggestions to help improve the report

Once again we sincerely thank you!

Ha Noi, January 26th, 2023

StudentNguyen Thi Thu Trang

As a senior majoring in Business English at Thuongmai University, I had theopportunity to take part in a 4-week internship to gain work experience for my futurecareer I am eager to apply English skills after studying translation and interpretationcourses at school Therefore, I applied for the position of Customer Service intern atRivernet 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 andmore popular in the current explosive technology era Technology is systematicallyapplied to the development, use, and maintenance of system software Expensemanagement software is a means to help businesses manage and control cash floweasier In addition, this software also supports recording specific transactions of theday and holding data securely and safely Electronic invoice software is an electronicdata cluster on goods sale and service provision created, sent, received, stored, andmanaged by electronic means E-invoices are processed on the computer system oforganizations that have been granted tax codes when selling and stored on thecomputers of the parties following the law on electronic transactions

Rivernet Vietnam Joint Stock is considered as one of the Vietnamese technologycompanies in the software industry and is gradually proving itself to be successful inthe competitive market The company is a trustworthy counterpart providing softwarefor numerous enterprises, organizations, and individuals

After one month of internship at Rivernet Vietnam Technology Joint StockCompany, I write this report to recapitulate the lessons I have learned during myinternship and the current situation of using English at the company Due to the shortapprenticeship period and my limited capability, the report may contain severalmistakes I look forward to receiving comments and evaluations from teachers toenhance my report

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

1.1 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 2

1.1.3 Core values, Core competencies, Vision and Mission statement 2

1.1.4.  Organizational structure, function and responsibility 3

1.2 General information about the internship department 4

1.2.1.  General information about the Customer Service Department 4

1.2.2 Structure, function and responsibility of  Customer Service - IS 5

CHAPTER 2: THE INTERNSHIP PROCESS AT RIVERNET VIETNAM TECHNOLOGY JOINT STOCK COMPANY 6

2.1 Tasks assigned during the internship 6

2.1.1 Job Description 6

2.1.2 Diary of tasks during the internship 7

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

LIST OF ABBREVIATIONS

Number Abbreviation English Meaning Vietnamese Meaning

1

RivernetVietnamTechnology JSC

Rivernet VietnamTechnology Joint Stock

Company

Công ty Cổ phầnCông nghệRivernet ViệtNam

2 Nghiem Gia PhatMedia JSC Nghiem Gia Phat MediaJoint Stock Company

Công ty Cổphần Truyềnthông NghiêmGia Phát

3 Boba MEDIA JSC Boba Media Joint StockCompany Công ty Cổ phần Truyềnthông Boba

4 CEO Chief Executive Officer Giám đốc điều hành

5 IT Information Technology Công nghệ thông tin

6 VNS Domestic CustomerService Chăm sóc khách hàngtrong nước

7 IS Customer ServiceInternational Chăm sóc khách hàngquốc tế

8 E-Invoice ElectronicInvoice Hóa đơn điện tử

LIST OF TABLES, CHARTS AND IMAGES

1 Image 1.1.1 Logo of Rivernet Vietnam Technology JSC 1

2 Chart 1.1.4 The organizational structure of Rivernet

Vietnam Technology JSC

3

4 Chart 3.1 The number of people who know English and are fluent in English at Rivernet Vietnam 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

1.1.2 History and development process

After more than 8 years of establishment and development, Rivernet hasgradually gained success in the field of software publishing The company is areputable enterprise, trusted by loyal customers, and also collaborated with many otherbusinesses to develop together

 July 2015: Rivernet Vietnam JSC was officially established with only 15employees

 March 2018: Rivernet Vietnam JSC cooperated with NGHIEM GIA PHATMEDIA JSC - a company dealing in electronic and telecommunications equipmentand components

 August 2019: The company cooperated with a software publishing project withBOBA MEDIA JSC - a company operating in the field of information technologyand computer - related services

 Up to now, the number of employees is continuously increasing (currently thenumber of employees is about 290 employees)

Besides, Rivernet Vietnam is trying to strengthen internal solidarity, expandcooperation, and broaden relationships with other companies This is also a premisefor the development of the company and business scale Proud to be an enthusiasticand exemplary pioneer, the company is endeavoring to create numerous applicable anduseful 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

+ Rivernet Vietnam strives continuously to fulfill its mission of providing the bestservices and solutions, contributing to the development of the Vietnamese IT industry.+ Rivernet Vietnam aspires to become one of the leading software providingcompanies in Vietnam with cutting-edge technology and premium resources

+ The company still attempts to maintain the credo: Customer satisfaction is a toppriority

1.1.4.  Organizational structure, function and responsibility

Coordination between departments is one of the elements that decide whether acompany operates effectively or not At Rivernet Vietnam, the managerial structure ofdepartments is perspicuously divided into tasks but there is no lack of associationbetween 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 do not workaccording to the proper direction, the Controlling department has the right to sanctionthem

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 forfinding potential customers and convincing them to utilize the company’s services andsoftware

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 thesoftware The remaining unit has a tight relationship with the Customer Servicedepartment because they will solve errors arising during the use of customers Inaddition, their work is also closely tied to the Sales department during the softwareinstalling 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 thisdepartment 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 technicaldepartment 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 theInternational Customer Service team (Customer Service - IS) in the Customer Service

department Fortunately, I entered and had a chance to work under the direction of Ms.Pham Minh Thuy - The manager.

1.2.2 Structure, function and responsibility of  Customer Service - IS.

Structure: Ms Pham Minh Thuy is the manager of Customer Service - IS and

Ms Pham Thu Duyen and Mr Vu Minh Hieu are assistant managers The totalnumber of employees in my team is 30 and is allocated as follows:

Function and Responsibility: Customers are always concerned about product

policies, after sales Therefore, businesses must have their own Customer ServiceDepartments and Rivernet Vietnam so does If the Sales Department brings customers

to the company, the Customer Service Department will retain and promote customers

to use the service

Particularly, Customer Service - IS carries out the following tasks:

+ Receive information, answer questions about software, and connect with the ITDepartment to mend errors arising during customer use

+ Get customer’s complaints, orient the solution and report to superiors

+ Survey quarterly service quality based on assigned data to measure customersatisfaction Hence, make suggestions to improve service quality with superiors

+ Implement policies to give incentives or gifts to guests on occasions: holidays

or birthdays…

+ Track product warranty, check warranty activities, maintenance and repair tosatisfy customer

CHAPTER 2: THE INTERNSHIP PROCESS AT RIVERNET VIETNAM

TECHNOLOGY JOINT STOCK COMPANY

At Rivernet Vietnam Technology Joint Stock Company, I work as an intern inCustomer Service - IS As a business English student, I always put improving myEnglish skills and soft skills first Therefore, when I have the opportunity to work in adynamic and creative environment like Rivernet Vietnam, I aspire and set thefollowing 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

Personally, this job is very interesting and gives me many valuable lessons Itrequires more of a senior: good communication skills, flexibility, perseverance, andstress 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 tofind in other professions In short, I am very lucky to be an international customerservice 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 manydifferent assignments and have the opportunity to donate concepts to the CustomerService department From the first days, I familiarized with amount of specializeddocuments such as commercial invoices, legal business-related circulars, receipts forthe collection of shipping fees Actually, I felt pressured when starting newexperience

Here is the detail of my internship process The internship period began fromDecember 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 dayscoincided 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

- Contact to the company, beginparticipating in the internship

- Meet and greet people, take atrip around the company withmanager

- Familiarize first step with my

- Comply withcompany regulations

- Adapt to theworking

environment

- Understand and be