Ticketing & Case Management Intern
Job Summary
THE D GROUP is seeking a Ticketing & Case Management Intern / Executive to work alongside AI agents, manage escalated customer cases, and help shape the future of service operations. The role involves resolving inquiries through digital support channels, investigating system-related matters, and collaborating with cross-functional teams to ensure service level agreements are met. Candidates with a Diploma or Degree in any discipline and strong analytical skills are encouraged to apply.
Responsibilities
- Manage customer enquiries via ticketing systems and digital channels
- Handle escalated cases from AI support agents requiring human intervention
- Investigate issues related to rewards, campaigns, and loyalty accounts
- Collaborate with internal teams to resolve cases within SLAs
- Monitor AI support performance and review generated responses
Required Skills
- Diploma or Degree in any discipline
- Strong communication and interpersonal skills
- Good analytical and problem-solving abilities
- Strong critical thinking and follow up skills
- Comfortable working with digital systems and technology platforms
Job Details
Job Descriptions:
- Manage customer enquiries and cases through ticketing systems and digital support channels.
- Handle cases escalated from AI support agents that require human intervention.
- Investigate issues related to rewards redemption, campaign participation, loyalty accounts and system-related matters.
- Collaborate with Technology, CRM, Operations and Fulfilment teams to resolve customer cases.
- Ensure tickets are managed and resolved within service level agreements (SLAs).
- Monitor AI support performance and identify opportunities for improvement.
- Review AI-generated responses and recommend enhancements to improve customer experience.
- Support knowledge base management, FAQ updates and process documentation.
- Manage & monitor winner faciliatation progress using in-house operation system.
- Prepare operational reports and case resolution summaries.
- Participate in service improvement and automation initiatives.
- Inbound / outbound phone support is generally not required.
Requirements:
- Diploma or Degree in any discipline. Fresh graduates are encouraged to apply.
- Strong communication and interpersonal skills.
- Good analytical and problem-solving abilities.
- Strong crtical thinking and follow up skills.
- Comfortable working with digital systems and technology platforms.
- Ability to learn quickly and adapt to new technologies.
- Internship starting from November 2026 or January 2027 onwards.