Customer Support & Query Operations Intern

Deutsche Post; Petaling Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

Joinimagine is seeking a Customer Support Analyst to handle multi-channel queries and provide accurate resolutions. You will categorize, acknowledge, and respond to inquiries using approved templates while tracking progress with internal teams.

You will update systems, document SOPs, and help analyze trends to improve service levels. Strong English communication and Excel/SAP proficiency are essential for success.

Qualifications

• University degree or equivalent by experience.
• Proficient in 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 and collaborate with AR, Billing, and BPO teams.
• Customer oriented and process driven.

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, 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

Communication skills

Analytical thinking

Team collaboration

Education

University degree or equivalent by experience

Tools

Microsoft Excel

SAP

Job description

Joinimagine is seeking a Customer Support Analyst to handle multi-channel queries and provide accurate resolutions. You will categorize, acknowledge, and respond to inquiries using approved templates while tracking progress with internal teams.

You will update systems, document SOPs, and help analyze trends to improve service levels. Strong English communication and Excel/SAP proficiency are essential for success.