What are the responsibilities and job description for the Intern - KL position at Teleperformance?
Overview
We are seeking an enthusiastic and motivated Intern to join our team. This is an excellent opportunity for someone who is looking to gain hands-on experience in the BPO industry and contribute to meaningful projects, with possibility of a future full-time based on performance.
Qualifications
Requirements
- Strong written and verbal communication skills in English or Bahasa Indonesia language.
- Demonstrated analytical and problem-solving skills.
- Comfortable working in a fast-paced and ambiguous environment.
- Flexible to adapt to shifting schedules or workloads, especially during peak seasons.
- Previous internship or academic project related to customer service, content moderation, complaints handling, or compliance operations.
- Multilingual capabilities are a strong plus.
- Familiarity with customer complaint handling systems or CRM tools.
- Interest in e-commerce platforms, digital payments, or fintech ecosystems
Experience Gained During Internship:
• Exposure to real-world fintech operational processes and complaint handling mechanisms.• Practical experience in root cause analysis and cross-team collaboration.• Understanding of digital product localization and UI/UX recommendations based on user feedback.• Training in operational tools, QA processes, and escalation handling in a global tech company.
Responsibilities
Responsibilities
- Assist in BNPL competitor product research including process flow analysis, UI/UX comparison, and business insight gathering.
- Handle Buy Now Pay Later (BNPL) offline cases, focusing on customer queries related to account status, application progress, refund status, application errors, credit limit inquiries, and billing-related concerns.
- Help propose localized UI and interaction design improvements for TikTok’s financial products to match user expectations in local markets.
- Investigate and help resolve payment-related complaints such as payment failures, refunds, withdrawals, and binding issues.
- Work with cross-functional teams (product managers, engineers, risk ops) to identify and escalate systemic issues.
- Help categorize and analyze complaint tickets to identify trends and reduce inquiry volumes.
- Support in process documentation and recommendations for operational efficiency improvements.
- Participate in QA and SLA checks for complaint resolution workflows.
- Stay up to date and actively learn ByteDance product features, policy guidelines, and compliance requirements.
- Contribute to maintaining trust and safety standards by identifying and escalating risky or fraudulent behaviors.