Intern - KL

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.

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

• 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.