- Kuala Lumpur Federal Territory Malaysia
DHL Express Hiring! Full Time Internship - First Choice (EGM) in Federal Territory - Ricebowl
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Job Description
Responsibilities
YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world’s most international company?
A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!
YOUR TASK
Intern Role 1: Customer First Call & Feedback Analysis Intern
Support proactive customer engagement by conducting first-call interactions and capturing meaningful feedback to identify improvement opportunities.
Key Responsibilities:
Key Responsibilities:
YOUR PROFILE
Would you like to become part of the world’s most international company?
A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!
YOUR TASK
Intern Role 1: Customer First Call & Feedback Analysis Intern
Support proactive customer engagement by conducting first-call interactions and capturing meaningful feedback to identify improvement opportunities.
Key Responsibilities:
- Conduct outbound first calls to customers following service interactions
- Engage customers professionally to gather detailed feedback on their experience
- Ask structured and probing questions to uncover pain points, service gaps, and expectations
- Accurately document feedback, themes, and key insights in the required system/tool
- Identify and flag recurring issues and potential areas of opportunity
Key Responsibilities:
- Perform follow-up call backs to detractor customers after issue resolution
- Validate whether the solution provided by Follow-Up teams meets customer expectations
- Gather feedback on customer satisfaction post-resolution
- Ask customers if they would be willing to re-score their experience, and capture the updated rating
- Identify any remaining gaps or unresolved concerns
- Document customer responses and escalate cases where expectations are not met
- Track and report service recovery effectiveness and re-score trends
YOUR PROFILE
- Strong communication and listening skills
- Customer-centric mindset
- Attention to detail in capturing insights
- Ability to build rapport quickly
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