Internship Report

Flipkart, India Submitted

by:
Zoya fatima (BA Management – final year)
Roll No- 18021067

Session: 2020-2021

Submission date of internship report:

10th May, 2021

Department of Management, Bhopal School

Of Social Sciences, Bhopal, Madhya Pradesh, India

Declaration

I would like to dedicate my efforts in making this Flipkart internship

report to my parents, who have always motivated and encouraged me
in every step of my life. They have always been a source of constant
inspiration for me and are always pushing me to grow and nurture both
as a human being as well as professionally. I cannot forget the precious
moments I have spent with them and I cannot thank them enough for
always being there whenever I need them.

Acknowledgment

I have taken efforts in completing this project. However, it would not have been
possible without the kind support and help of members working for Ruhi Fashion
Mall. I would like to extend my sincere thanks to all of them.

I thank Mr.Suresh Sharma (Manager) for his guidance and supervision as well as
for providing necessary information regarding the project work and for their kind
and cooperation and encouragement which helped me in completion of this
project.
I would like to express my gratitude towards our principal Rev. Fr. Dr. John P.J.
for providing me an opportunity to gain practical knowledge.

Also, I would like to thank my project guide Dr. Pooja Sharma madam for giving
me attention and time.

My sincere thanks and appreciations also go to my parents and colleague in

developing the project.

Preface
As a part of the BA management student and in order to gain practical knowledge
in the field of management, we are required to make an internship report. The
main objective behind is to compile our experience gained during our work.
In this report , I have written about my experience, about the organisation ,
organisational structure , how was the work done etc.
Doing this report help me to enhance my knowledge regarding the work attitude
of consumer society and gained a lot of experience related with our topic
concepts.
My experience has made me learn the importance of team work and role of
devotion towards work.
 Index
(i) Declaration
(ii) Acknowledgement
(iii) Preface
(iv) About the organization Page 5
(v) Organisational Structure Page 6
(vi) Objectives of an internship Page 7
a. Experience
b. Provides a better understanding
c. Opportunity to learn and watch
d. Gain the ability to put new things into practise
e. Build confidence
(vii) Achievements of Flipkart Page 8
(viii) Where do you place yourself in the organizational chart? Page 10
(ix) Progress Report Page 11
a. Work allotted during the training
b. Work performed or completed
(x) Conclusion Page 12
a. Communication skills
b. Customer-service skills
c. Interpersonal skills
d. Listening skills
e. Patience
f. Problem solving skills
 1-About the organization
Flipkart is an Indian e-commerce company, headquartered in Bangalore,
Karnataka, India, and incorporated in Singapore as a private limited company.
The company initially focused on online book sales before expanding into other
product categories such as consumer electronics, fashion, home essentials,
groceries, and lifestyle products.

Flipkart was founded in October 2007 by Sachin Bansal and Binny Bansal, alumni
of the Indian Institute of Technology Delhi and former Amazon employees. The
company initially focused on online book sales with countrywide shipping.
Flipkart slowly grew in prominence and was receiving 100 orders per day by
2008. In 2010, Flipkart acquired the Bangalore-based social book discovery
service WeRead from Lulu.com.

The service competes primarily with Amazon's Indian subsidiary and domestic
rival Snapdeal. As of March 2017, Flipkart held a 39.5% market share of India's
e-commerce industry.[10] Flipkart has a dominant position in the apparel
segment, bolstered by its acquisition of Myntra, and was described as being "neck
and neck" with Amazon in the sale of electronics and mobile phones. Flipkart also
owns PhonePe, a mobile payments service based on the Unified Payments
Interface.
In August 2018, U.S.-based retail chain Walmart acquired an 77% controlling
stake in Flipkart for US$16 billion, valuing Flipkart at around $20 billion.
2- Organisational Structure
 3-Objectives of an internship
There are multiple objectives for doing an internship. It helps to give the applicant some
insight as to how the workplace operates, along with a host of other benefits such as:

• Experience
You lack experience and this is the only way to get it. The best experience comes from
internships because you get to do a bit of everything! You get to see and experience
the different roles that people play in certain companies and see working life from
different perspectives. This is good to take into the working world with you because at
times, you will be asked to do various tasks involving different elements of the
company. This way, you would have already had a go at things and understood how to
multitask.

• Provides a better understanding

An internship allows you to take time to understand your role, tasks and the industry.
Internships want you to leave knowing more than you came with, and this is most
likely the outcome. Take this opportunity to understand each task you are given and
every new tool you use. Write things down, ask questions and do things repeatedly to
make sure you are doing everything with 100% effort.

• Opportunity to learn and watch.

You can learn from the best during an internship. People will be watching over you
and working closely with you on projects so that you have someone to look up to and
a goal to work towards. Perhaps you will learn new skills from these people and new
things about the industry and life that you didn’t know before. Communication and
interaction is key so ask plenty of questions and don’t be afraid to propose new ideas!

• Gain the ability to put new things into practice.

You can try out new skills and tools without the pressure of being wrong. Internships
are a time to experiment, and people who hire you for that internship know that. They
expect you to learn from your mistakes and use this as motivation to get better at the
things you were not so great at before! Take these new ideas and skills to your next
job and find a way to incorporate them into any tasks you are given.

• Build confidence.
Whether it be public speaking, giving presentations or simply suggesting new ideas,
internships will build your confidence which allows you to grow as both a worker and
a person. Confidence is key because if you don’t believe in yourself…who will? There
is a fine line between confidence and arrogance, so make sure you don’t cross it
because no one likes an arrogant worker! Internships will help you to build confidence
through practice which will also help in your personal growth. After all, practice makes
perfect!
 4-Achievements of Flipkart
On September 15, 2007, Sachin Bansal and Binny Bansal, who met in 2005 at IIT-Delhi,
launch an internet business called Flipkart. The online bookstore promises to deliver anywhere
in India. Within weeks, the first customer, a young bookworm from Mahbubnagar, places an
order. Amid high drama, Sachin and Binny pull off the delivery. After 20 shipments that year,
Flipkart is in business.

2008: Flipkart’s first office opens in Bengaluru at PIN code 560034. 24×7 customer service is
launched. Over 3,400 shipments are delivered

2009: Flipkart hires its first full-time employee. Ambur Iyyappa, a veritable Human ERP,
would go on to become a dollar millionaire. In September, Accel Partners invests $1 million in
Flipkart. The company Opens offices in Delhi and Mumbai. First book opens for pre-orders –
Dan Brown’s The Lost Symbol. The companys’ Headcount leaps to 150!

2010: Flipkart Pioneers Cash-on-Delivery payment mode and launches logistics arm Ekart, led
by fresher Vinoth Poovalingam. Introduces 30-day return policy, acquires social book
recommendation portal WeRead and expands categories to include Music, Movies, Games,
Electronics and Mobiles.

2011: Flipkart Launches digital wallet, expands shopping categories to include Cameras,
Computers, Laptops, Large Appliances, Health, Personal Care, Stationery and acquires
Chakpak and Mime360. It also launches 30-day replacement policy. The company starts
delivering to over 600 cities in India!

2012: Flipkart launches its mobile shopping app. Launches Fashion, Perfumes, Watches,
Menswear, Toys, Posters, Baby Care. Launches electronics private label DigiFlip. Launches
Flyte MP3 for online music sales.

2013: The company Introduces Next Day Shipping Guarantee. Raises $160 million in funding.
Adopts marketplace model, opening up platform to sellers. Sells 1,00,000 books in a single
day.

2014: Becomes the first Indian internet retailer to register $1.9bn gross merchandise value
(GMV). Acquires fashion e-tailer Myntra. Acquires majority stake in Jeeves and ngpay.
Launches Flipkart First and In-a-Day Guarantee. Launches Scheduled Delivery. Begins
exclusive associations, starting with Moto and Xiaomi. Kicks off India’s largest online sale —
Big Billion Day — in October. Introduces Same Day Delivery Guarantee.

2015: Launches Home and Maternity categories. Acquires AdIquity and AppIterate. Launches
Ad Platform and Strategic Brands Group. Launches Flipkart Lite.

2016: Binny Bansal takes over as CEO. Sachin Bansal becomes Executive Chairman. First
Indian mobile app to cross 50 million users. Crosses the milestone of 100 million registered
customers. Launches No Cost EMI. April 2016 – Sachin Bansal & Binny Bansal named among
Time 100 list of most influential people by TIME magazine. Acquires UPI-based payments
startup . Acquires Jabong. Launches Flipkart Assured. Sachin Bansal and Binny Bansal named
“Asian of the Year” by Straits Times of Singapore as part of the ‘The Disruptors’ group.

2017: Ten years of Flipkart!

Kalyan Krishnamurthy named new Flipkart CEO. Binny Bansal takes on reins of Flipkart
Group as Group CEO. PhonePe crosses 10 million downloads on Google Play store. Rahul
Dravid launches #FlipkartBig10 logo as Flipkart celebrates a decade of game-changing
innovation. Flipkart raises $1.4 billion from Tencent, eBay & Microsoft eBay India becomes
part of the Flipkart Group. Softbank Vision Fund invests in Flipkart to become one of the
largest shareholders of the company.
 5- Where do you place yourself in the organizational
chart?

I place myself under online marketing because my work allotted was the customer
service representative. I love talking to people and proactively solving issues. I
will be responsible for converting customers into passionate evangelists.
Customer service representatives (CSRs), customer service advisors, or customer
service associates (CSAS) interact with customers to handle complaints, process
orders, and provide information about an organization's products and services.
Qualifications include good communication, problem solving, and computer
skills. I believe I am the perfect fit for this role.
 6- Progress Report
a) Work allotted during training
My work during training was to address customer issues and resolve them
in a timely and efficient manner. Support reps interact with customers on
a variety of channels such as phone, email, and social media, and ensure
that all valid customer concerns are being dealt with immediately.

b) Work performed or completed

i. My internship lasts for a span of 6 months, rom June 15, 2020 to

December 10, 2020. My job was a half day job which lasted for around 2
hours from 1:00 to 3:00 pm where we got 15 mins break once which was
given as a tea break. I loved talking to people and proactively solved
their issues. I was responsible for converting customers into passionate
evangelists.

ii. Took ownership of customer issues

I took ownership of the customer's problem and was the single point of
contact for all enquiries related to the troubleshooting procedure, the
expected resolution time, and updates on the progress made.

iii. Troubleshoot problems and see them through to resolution

As a service rep I followed a customer-first attitude and ensured to leave
no stone unturned in giving customers the best possible experience. Once
a support ticket was assigned to mr, I researched all possible ways to
troubleshoot the problem and quickly come up with a solution.

iv. Collect prompt and accurate feedback from customers

My work did not end at just resolving a customer issue. I also followed up
with the customer to find out if the solution actually worked, and tok note
of the customer's suggestions on what can potentially improve their
experience.
 7- Conclusion
Working in Flipkart as a customer service representative has boost my confidence
and qualities in so many ways like:

i). Communication skills - Contacting with the customers in writing , phone or

in person has so much improved my ability to how to communicate and make
understand to people and in what way.
ii). Customer-service skills - I helped the company retain customers by
answering their questions and complaints in a helpful and professional manner.
iii). Interpersonal skills – I proactively worked to create positive interactions
with customers. iii). Listening skills – I always made sure to listen carefully and
understand a customer's situation in order to assist them.
iv). Patience – I was patient and polite, especially when interacting with
dissatisfied customers.
v). Problem-solving skills – I always tried to determine solutions to a customer's
problem. By resolving issues effectively, I contributed towards the benefit of the
company by building customer loyalty and retention.