Internship Intake (February/March 2027)

Descrizione del lavoro:

Job Description

* 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.

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