Ticketing Case Management Intern
Job Summary
The Ticketing & Case Management Intern will manage customer enquiries and handle cases escalated from AI support agents. This role involves collaborating with cross-functional teams to resolve issues related to loyalty programmes and digital platforms. The intern will also monitor AI performance and support process documentation to improve overall service operations.
Responsibilities
- Manage customer enquiries via ticketing systems
- Handle AI-escalated cases
- Resolve rewards and loyalty account issues
- Monitor and optimize AI support performance
- Prepare operational reports and documentation
Required Skills
- Strong communication and interpersonal skills
- Critical thinking and analytical abilities
- Problem-solving skills
- Tech-savviness with digital systems
- Ability to learn new technologies quickly
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.
- 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 critical thinking and follow up skills.
- Comfortable working with digital systems and technology platforms.
- Ability to learn quickly and adapt to new technologies.