Customer Query Intake Intern: Service & Insights

DHL Express; Petaling Jaya; On-site; MYR 36,000 - 58,000; Full time

Job summary

DHL Express in Malaysia (Petaling Jaya) seeks a proactive Customer Service associate to log and categorize queries from email, tickets, and chat, ensuring timely acknowledgements and consistent responses using approved templates.

You will track progress, escalate complex cases, update records, and support SOP documentation. Collaboration with AR, Billing, and BPO teams is essential for service excellence.

Qualifications

• University Degree or equivalent by experience.
• Well verse with Microsoft Excel and SAP.
• Good communication in English: Oral and Written.
• Ability to analyze with logical thinking process.
• Attention to details and able to meet tight deadline.
• Engage, communicate and build network with the AR, Billing, BPO teams.
• Customer oriented.
• Process oriented and able to work under pressure.
• Team Player and highly collaborative.

Responsibilities

• Receive and log customer queries from multiple channels (email, system tickets, chat).
• Categorize queries accurately (billing, shipment status, documentation, service issues, etc.).
• Acknowledge customer queries within defined service timelines.
• Provide standard responses for routine queries using approved templates and guidelines.
• Track query status and follow up with internal stakeholders (operations, billing, sales).
• Escalate complex or unresolved cases to senior team members.
• Update systems with accurate resolution details and closure notes.
• Ensure responses follow company service standards and tone guidelines.
• Assist in documenting FAQs, standard operating procedures (SOPs), and response templates.
• Maintain query logs and dashboards in Excel or internal systems.
• Analyze common query trends and recurring issues.
• Support preparation of weekly/monthly reports on query volumes and turnaround times.

Skills

Analytical thinking

English communication

Attention to detail

Team player

Customer orientation

Deadline compliance

Education

University Degree or equivalent by experience

Tools

Microsoft Excel

SAP

Job description

DHL Express in Malaysia (Petaling Jaya) seeks a proactive Customer Service associate to log and categorize queries from email, tickets, and chat, ensuring timely acknowledgements and consistent responses using approved templates.

You will track progress, escalate complex cases, update records, and support SOP documentation. Collaboration with AR, Billing, and BPO teams is essential for service excellence.