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Customer Services Internship (Twilight Team) — Hapag-Lloyd (Liverpool, UK)
About Us
Hapag-Lloyd is one of the world’s premier liner shipping companies, operating a modern fleet of over 250 container ships and connecting global markets across more than 600 ports worldwide. Founded over 175 years ago, Hapag-Lloyd plays a vital role in global trade, transporting millions of containers annually and keeping international supply chains moving seamlessly.
Our Liverpool operation is launching the Twilight Team Pilot—an innovative customer care initiative designed to deliver high-touch service during key evening hours while offering flexible, non-traditional working schedules.
Job Overview & Key Responsibilities
As a Customer Services Intern on the Twilight Team, you will participate in a structured 6-month internship handling evening customer operations. Operating Monday through Friday between 2:00 PM and 10:00 PM, you will learn the fundamentals of international maritime logistics, manage client inquiries, and ensure smooth shipment tracking.
Key Responsibilities
- Customer Inquiry Management: Respond professionally to customer queries regarding freight bookings, documentation, and delivery timelines via email.
- Shipment Tracking & Issue Resolution: Assist in tracking container shipments and resolving routing, port, or delivery delays.
- System & Data Management: Update internal transport management systems and shipping databases with precise operational information.
- Cross-Functional Teamwork: Collaborate closely with internal logistics, port operations, and documentation teams to maintain high service standards.
- Pilot Program Shaping: Provide continuous feedback to help refine procedures, workflows, and service benchmarks for the newly launched Twilight Team.
Requirements & Desired Qualifications
- Experience: No prior logistics or customer service experience required. Open to school leavers, career changers, or individuals returning to the workforce.
- Communication Skills: Clear written and verbal communication style with a professional, customer-focused approach.
- Technical Skills: Basic IT literacy (email, web browsers, data entry) and a willingness to master specialized shipping software.
- Work Ethic & Traits: High reliability, strong attention to detail, a positive attitude, and enthusiasm for working in a team.
- Availability: Fully available to work the 2:00 PM – 10:00 PM shift, Monday to Friday, in Liverpool for the full 6-month duration.
Job Role Comparison Table
| Feature / Aspect | General Customer Support Associate | Twilight Customer Services Intern (Hapag-Lloyd) | Logistics Operations Coordinator |
| Industry Sector | General retail / consumer tech | Global maritime container shipping & freight logistics | Freight forwarding & supply chain management |
| Shift Schedule | Standard daytime (9:00 AM – 5:00 PM) | Twilight hours (2:00 PM – 10:00 PM, Mon–Fri) | Variable / On-call shift patterns |
| Program Duration | Permanent / Full-time | 6-Month Fixed-Term Internship (Pilot Program) | Permanent / Full-time |
| Experience Level | Entry-level (0–1 Year) | No experience required (Comprehensive training provided) | Mid-level (2–4 Years) |
Key Benefits of This Role
- Non-Traditional Evening Hours: Ideal for individuals balancing morning commitments, family care, or seeking alternatives to standard 9-to-5 routines.
- Structured Training & Mentorship: Receive full, paid training and direct 1-on-1 mentorship from seasoned maritime logistics professionals.
- Global Brand Exposure: Gain hands-on experience inside an industry-leading Fortune 500 equivalent maritime shipping giant.
- Future Employment Potential: High performance during this pilot program opens potential pathways into permanent customer service and operations roles at Hapag-Lloyd.
- Inclusive Environment: Designed specifically to welcome fresh entrants, career switchers, and professionals re-entering the job market.
How to Prepare a CV for This Position
- Focus on Transferable Soft Skills: Emphasize reliability, adaptability, teamwork, and strong written communication skills over specialized industry knowledge.
- Highlight Basic IT Proficiency: Explicitly list experience with Microsoft Office tools (Word, Excel, Outlook) or general computer confidence.
- Detail Relevant Life Experience: If you are returning from a career break or changing industries, include a brief, positive personal summary explaining your enthusiasm for returning to work.
- Keep Formatting Clean & Scannable: Use clear headings, bullet points, and an uncluttered layout to highlight your motivation and availability.
Career Guide Tips for Growth
- Learn the Logistics Jargon: Take time during your first few weeks to master key shipping terminology (e.g., Bill of Lading, ETA/ETD, Demurrage, Port of Discharge).
- Master Email Etiquette: In a fast-paced global logistics environment, clear, polite, and concise written communication builds strong customer trust.
- Show Initiative in the Pilot: Since this is a new pilot program, proactive interns who offer helpful feedback and suggest workflow improvements will stand out for long-term roles.
How to Prepare for the Interview
- Understand Hapag-Lloyd’s Business Model: Research the basics of container shipping and how Hapag-Lloyd connects global trade.
- Prepare Examples of Problem-Solving: Think of situations where you helped someone resolve a problem, organized information accurately, or worked well under time constraints.
- Demonstrate Enthusiasm for the Shift: Be ready to explain why the 2:00 PM to 10:00 PM working schedule suits your lifestyle and personal goals.
Top 3 Interview Questions & Guidance
1. “Why are you interested in joining Hapag-Lloyd’s Twilight Team, and what makes this shift pattern appealing to you?”
How to answer: Be genuine about why the 2:00 PM – 10:00 PM schedule works for your personal routine, and express enthusiasm for learning about international shipping within a major global company.
2. “How would you handle a situation where a customer is frustrated about a delayed shipment?”
How to answer: Emphasize empathy, active listening, and clear communication. Explain that you would stay calm, acknowledge their concern, gather accurate tracking details from internal systems, and provide clear, transparent updates.
3. “Can you describe a time when you had to learn a new computer system or process quickly?”
How to answer: Focus on your willingness to learn. Outline the steps you take when picking up new tools—such as taking detailed notes, asking clarifying questions, and practicing systematically until comfortable.
Salary Insight
- Position Type: 6-Month Paid Internship
- Estimated UK Entry-Level Logistics Benchmark: £21,000 – £24,000 per annum (pro-rata for the 6-month term) or equivalent UK National Living Wage / Real Living Wage hourly rates, subject to final contract details.
How to Apply
To take your first step with Hapag-Lloyd:
- Application Portal: Apply directly through the official Hapag-Lloyd Careers Portal or designated UK recruitment platforms.
- Location: Liverpool, United Kingdom (Onsite operations, Monday to Friday: 2:00 PM – 10:00 PM)
Visit Career Page: Vacancies
Disclaimer
This summary and career guide has been independently created for informational and recruitment preparation purposes. Hapag-Lloyd retains all rights to its official job descriptions, program specifications, and candidate selection decisions. Prospective candidates should confirm all employment terms, shift requirements, and compensation details directly with official representatives of Hapag-Lloyd.