INTERNSHIP DETAILS

Internship Intake (February/March 2027)

CompanyDHL Asia Pacific Shared Services Sdn. Bhd.
LocationPetaling Jaya
Work ModeOn Site
PostedOctober 2, 2026
Internship Information
Core Responsibilities
The intern will be responsible for receiving, categorizing, and resolving customer queries across multiple channels while maintaining accurate logs and dashboards. They will also assist in documenting standard operating procedures and preparing reports on query volumes and turnaround times.
Internship Type
full time
Company Size
1057
Visa Sponsorship
No
Language
English
Working Hours
40 hours
Apply Now →

You'll be redirected to
the company's application page

About The Company
DHL Asia Pacific Shared Services is a CPA and CIMA approved employer with incredible career opportunities in the field of Finance. We currently serve Finance, HR, BPO, RPA and Network Operations activities for DHL in over 152 countries across the globe and employ over 2000 professionals from 26 different nationalities who speak 14 different languages. This makes us the most international shared services center in Malaysia. At DHL, motivating our people is priority number one because we count on every one of our motivated superstars to deliver great service and drive our “Insanely Customer Centric” culture. Being ranked among the world’s best employers by reputed external organizations such as Great Place to Work and Top Employers Institute is a great acknowledgment of the effort, we have invested in making DHL Express a place where our employees can enjoy coming to work, be appreciated for their contribution, develop professionally and realize their full potential.
About the Role
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.
Key Skills
Customer ServiceMicrosoft ExcelSAPCommunicationLogical ThinkingAttention To DetailTime ManagementData AnalysisReportingTeamworkProblem SolvingDocumentationStakeholder Management
Categories
Customer Service & SupportAdministrativeLogisticsFinance & Accounting