{"id":2816867,"url":"https://alion.io/job/the-d-group-internship-ticketing-case-management","title":"Internship Ticketing & Case Management","company":{"id":3803805,"name":"The D Group","domain":"thedgroup.com.my","url":"https://alion.io/company/thedgroup-com-my","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Early Careers","role_family":"Early Careers","seniority":"intern","employment_type":"internship","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":14000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":710},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-18T11:51:13Z","employer_posted_date":null,"last_verified_at":"2026-10-18T11:51:13Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"TDG is a fast-growing Martech and Loyalty Solutions company supporting leading brands across Malaysia through customer engagement, rewards and digital transformation programmes.\n\nWe are transforming our Careline operations through AI-powered support systems, automation and ticketing platforms. We are looking for an Ticketing & Case Management Intern / Executive to work alongside AI agents, manage escalated cases and help shape the future of service operations.\n\nJob Descriptions:\n\nManage customer enquiries and cases through ticketing systems and digital support channels.\n\nHandle cases escalated from AI support agents that require human intervention.\n\nInvestigate issues related to rewards redemption, campaign participation, loyalty accounts and system-related matters.\n\nCollaborate with Technology, CRM, Operations and Fulfilment teams to resolve customer cases.\n\nEnsure tickets are managed and resolved within service level agreements (SLAs).\n\nMonitor AI support performance and identify opportunities for improvement.\n\nReview AI-generated responses and recommend enhancements to improve customer experience.\n\nSupport knowledge base management, FAQ updates and process documentation.\n\nManage & monitor winner faciliatation progress using in-house operation system. \n\nPrepare operational reports and case resolution summaries.\n\nParticipate in service improvement and automation initiatives.\n\nInbound / outbound phone support is generally not required.\n\nRequirements\n\nDiploma or Degree in any discipline.\n\nFresh graduates are encouraged to apply.\n\nStrong communication and interpersonal skills.\n\nGood analytical and problem-solving abilities.\n\nStrong crtical thinking and follow up skills. \n\nComfortable working with digital systems and technology platforms.\n\nAbility to learn quickly and adapt to new technologies.\n\nInternship: RM800 - 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