13 February 2021

SHL Customer Service Internship 2021

Description: SHL is inviting graduates to apply for the Customer Service Internship 2021. 

SHL is offering a 12-month internship to a candidate who is interested in joining our Customer Experience team. 

As a Customer Experience intern, you will partner with the Commercial Team to ensure that customers and new logos receive a best-in-class experience that leads to customers continuing and expanding their relationship with SHL. 

You will also have an opportunity to be part of a company distinguished by its insights and to have access to SHL’s ground-breaking research, tools, and solutions. 

As we launch our exciting new go to market strategy there is no better time than to join SHL and be a part of this exciting journey.

This role is based at our office in Centurion, Gauteng.

Key Accountabilities

  • Proactive tracking and reporting of client assessment usage, and identify patterns in support of cross-sell and up-sell opportunities
  • In the absence of the BDM or AM, assist the team with various tasks related to the customer journey, which includes but is not limited to follow-up calls to customers; passing particular information on (internal & external emails); assisting with tender submissions; drafting basic order or work request forms; setting up new customers on internal (CRM) system(s); updating key lead information on the CRM; liaising with various internal departments on behalf of the BDM; quick issue resolution though thorough understanding of local and global processes
  • Research and collect any form of valuable business intelligence on prospects, leads and new and existing customers to help the Commercial team
  • Initial lead qualification and research before passing through to the commercial manager for IC allocation.
  • Ongoing analyses on customer ‘touch points’ and processes, report back on blockers and identify solutions aligned with global and local to address the same
  • Support and coordinate with problem resolution and issue management, or reallocation to appropriate team to support.
  • RFP support and coordination of internal stakeholders (legal, info-security, …) and associated documentation. Upholds and ensures legal and ethical standards are maintained in the RFP process.

Skills

  • Excellent written and oral communication skills in English. 
  • Preferably problem-solving ability and strong attention to detail; high learning potential. 
  • Effective project management and task organization skills (e.g. time management, prioritization, multitasking skills). 
  • Proficiency with using the Internet and full MS Office package. 
  • Empathy, follow-through, and feedback. 
  • Persistence to problem resolution. 
  • Strong analytical skills.
  • Situational awareness and judgement.

Education

  • Grade 12 qualification
  • A relevant degree/diploma would be advantageous

SHL is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, colour, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by national, federal, state, or local laws.  

We also commit to opening all roles to our internal and external talent pools. To minimize bias in hiring decisions, we use SHL assessment tools to objectively assess each job candidate to establish their fit to the role, and our culture and values.