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
1.1. 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

iii


LIST OF ABBREVIATIONS
Number

1

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

2

Nghiem Gia Phat

Nghiem Gia Phat Media

phần Truyền

Media JSC

Joint Stock Company

thông Nghiêm
Gia Phát

3

Boba MEDIA JSC

4

CEO

5

IT

6

VNS

Boba Media Joint Stock Công ty Cổ phần Truyền
Company
thông Boba

Chief Executive Officer

Giám đốc điều hành

Information Technology

Cơng nghệ thơng tin

Domestic Customer
Service
International

Chăm sóc khách hàng
trong nước

7

IS

Customer Service

Chăm sóc khách hàng

quốc tế

8

E-Invoice

Electronic
Invoice

Hóa đơn điện tử

iv


LIST OF TABLES, CHARTS AND IMAGES

Number

Name

Content

1

Image 1.1.1 Logo of Rivernet Vietnam Technology JSC

2

Chart 1.1.4

3

Table 2.1.2 Internship process

4

Chart 3.1

The organizational structure of Rivernet

Page

1

3

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                          

:

- Date of license          

: July 08th , 2015

- Logo of company     

:

Image 1.1.1: Logo of Rivernet Vietnam Technology JSC

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1.1.2. History and development process
After more than 8 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.

2


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 do 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.

3


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

4


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 total
number 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 Service
Departments 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 IT
Department 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 customer
satisfaction. 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 to
satisfy customer.

5


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

6


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 1

Day 1:

(from

14/12/202

December

2

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

7


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
2

- 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
2

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

8

aware

of

their

responsibilities
during
period.

internship


learned after three days.
- Start receiving first international
17/12/202

calls under the supervision of

2

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 2
(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 3

- Support the IT department when

(from December 28 ,
th

2022 to December 31 ,
st

they have language barriers during
handling error

9

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 4

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.

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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 do 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 do
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.

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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.

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