Customer Support & Process Improvement Intern

DHL Asia Pacific Shared Services Sdn Bhd; Selangor; On-site; MYR 45,000 - 78,000; Full time

Job summary

DHL Asia Pacific Shared Services Sdn Bhd in Malaysia is seeking a Customer Service Analyst to log and acknowledge customer queries across email, tickets and chat. You will provide standard responses, track status, and escalate complex issues to senior teams while ensuring service standards.

You'll document SOPs and FAQs, maintain logs and dashboards in Excel, and work with AR, Billing and BPO teams to improve response times and accuracy.

Qualifications

• University degree or equivalent by experience.
• Well versed with Microsoft Excel and SAP.
• Good communication in English: oral and written.
• Ability to analyze with logical thinking.
• Attention to detail and able to meet tight deadlines.
• Engage, communicate and build network with AR, Billing, BPO teams.
• 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).
• 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, 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

English communication

Analytical thinking

Attention to detail

Deadline-driven

Team collaboration

Stakeholder engagement

Process orientation

Education

University degree or equivalent by experience

Tools

Microsoft Excel

SAP

Job description

DHL Asia Pacific Shared Services Sdn Bhd in Malaysia is seeking a Customer Service Analyst to log and acknowledge customer queries across email, tickets and chat. You will provide standard responses, track status, and escalate complex issues to senior teams while ensuring service standards.

You'll document SOPs and FAQs, maintain logs and dashboards in Excel, and work with AR, Billing and BPO teams to improve response times and accuracy.