Internship -Customer Relationship(HR & Payroll) hybrid work

Location: KL Sentral
Working Hours: Monday–Friday, 9:00 AM – 6:00 PM
Work Arrangement: Hybrid – Up to 3 days work from home, with 1–2 days in the office.

Job Description:

We are hiring a Customer Relationship Intern to join the Retention & Product team as the frontline voice reaching out to newly onboarded and at-risk accounts. You'll run structured conversations, capture what customers are really experiencing, and route issues to the right team — turning one-off conversations into patterns we can act on. This is a hands-on role for someone who's curious about customer behaviour, comfortable on the phone or on a call, and organised enough to make sure nothing falls through the cracks.

Responsibilities:
• Conduct structured check-in calls or messages with newly onboarded accounts to understand early product experience and build trust.
• Conduct outreach to accounts flagged as at-risk, following a defined response-time standard, to understand concerns before they escalate to churn.
• Follow a structured interview guide covering awareness, activation, habit, and product-fit questions — without going off-script into unqualified advice or promises.
• Accurately log every conversation in the shared tracker, including direct quotes, urgency level, and root-cause tags.
• Escalate issues to the correct team (Product, Customer Success, Compliance/QA, or the Retention Lead) using the defined escalation rubric — without attempting to resolve technical, billing, or compliance matters directly.
• Support the Head of Retention & Product with weekly/biweekly summaries of themes and recurring issues surfaced from outreach.
• Help maintain and refine the interview guide and escalation rubric as new patterns emerge.

Requirements:

• Currently pursuing or recently completed a degree in Business, Communications, Marketing, HR, or a related field.
• Comfortable initiating conversations with customers over calls, video, or messaging — confident but not scripted-sounding.
• Strong listening and note-taking skills; able to capture what was said, not a paraphrased summary.
• Willingness to learn new tools and systems (prior experience with HubSpot is a plus, but not required).
• Basic knowledge of Excel or Google Sheets for data comparison and organization.
• Good communication skills and the ability to work independently with guidance.
What You’ll Gain:
• Hands-on experience with a leading CRM platform.
• Exposure to real-world business operations and data management practices.
• Opportunity to work in a supportive, collaborative team environment.
• Visibility into how customer signals shape product roadmap and company strategy at a fast-growing SaaS company.
• A strong foundation for a future career in Customer Success, Retention, or Product Management.