DHL eCommerce Asia Pacific – Intern, Customer Service Development

iShare Customer Service Website

• Learn iShare by engaging with the right people in the organization and self-training.
• Develop and maintain central site for all internal Customer Service staff members of Asia Pacific countries.
• Ensure that the following (but not limited to) contents and documentation of the site is updated
  • Hierarchical structure for all customer service documentation
  • Customer service processes
  • Customer services training material
  • Network updates
  • Current projects
  • Escalation procedure
  • DSP contact point

Training Documentation

• Organise & manage training documentation on iPresent allowing countries to easily pull together customised training material relative to their local processes.

Customer Service Process Mapping

• Map out the customer service processes from Visio into Excel along with call and email scripts
  • Create workbook per country including local variations.
• Transfer the above processes guide into iShare for easier & faster access.
• Establish a process for regular updates, approvals and distribution of process guides.

Customer Service Online Forum

• Develop and maintain a FAQ or interactive forum for customer service staff within the organisation, to use, to ask questions and find answers to nurture a self-help ecosystem.

Other Reporting & Administrative Tasks

• As the mandate of customer service increases, there will be new and challenging tasks for this role to take on.
• Drive communication and the implementation of the structures and processes through the entire customer service organisation.
• Understand the reporting requirements, the systems where the data is maintained, and the extraction methods to pull together data and present in it in the best form possible.
• Identifying new and more efficient ways of extracting and presenting the same information to achieve increase in productivity.

You can apply if you are:

• A student in Business Administration majoring in Customer Service (or applicable)
• Able to complete an internship in Singapore & commit for minimum of 3 months
• Eager to learn
• Someone with a can-do attitude
• Ability to work independently