Team Leader, Customer Experience

1 month ago

Malaysia Klook Travel Technology Limited Full time

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - P ush boundaries, A sk For and Give Feedback, T ake Ownership, and H elp Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?

About our team:

Our Customer Experience Team helps customers get the perfect travel experiences, by helping them pick great products that will fit into their itinerary.

Klook is a global brand, shaping the travel experiences of millions of people all over the world. This is a great opportunity to make a positive impact on the travel experiences of a lot of people, to work with customers from across different cultures, and to practice your language and your communication skills.

Traveling can sometimes get a little stressful, so therefore we are looking for people who are good at multitasking, adapting to changing environments,, and also put people at ease, so that we can solve our customer’s problems very effectively and quickly.

We want to deliver the best experience to our customers

What you'll do:

  • Takes ownership to lead a diversified team to ensure support provided to our KR customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy

  • Drives and motivates team performance by building rapport and developing team members to ensure growth

  • Helps the team by handling escalations including urgent, complex and sensitive cases from the team

  • Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies

  • Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution

  • Proactively ask for and give feedback so communicating and coordinating with various departments to make positive change in the organization

  • Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience

  • Understands and analyzes team performance reports for management updates to make data-driven decision for better outcomes

  • Contribute to the development of processes, procedures and guidelines to improve the quality of work

  • Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures

What you'll need:

  • Minimum 1 year of relevant professional experience as a Team Leader in BPO or Customer Support Center

  • Proficient in English (both verbal and written)

  • Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.)

  • Able to work rotating shifts including weekends and public holidays

  • Experience in project management or analytic skills is an added advantage

  • Able to manage yourself as calm and respect manner under stressful and pressure from the critical customer escalations

  • A strong time management and multitasking skills

  • An excellent interpersonal skills to communicating with other stakeholders

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

#J-18808-Ljbffr

  • team leader

    13 hours ago

    Malaysia VITALITY BOOST SDN BHD Full time

    Job Details This job opportunity could be a great match for you. Salary Monthly salary of RM 1,900 Job Type Permanent, Full-time Shift and Schedule Rotational shift Full Job Description BOOST JUICE BARS Boost Juice, a renowned juice and smoothie chain originating from Australia, has reached 150 stores in Malaysia, Singapore, Brunei, Indonesia, and...

  • Finance Team Leader

    1 day ago

    Malaysia Toll Global Forwarding (Malaysia) Sdn. Bhd. Full time

    We do this to better understand how visitors use our site and to offer you a more personal experience. Please see our Privacy Policy for more information. Finance Team Leader (P2P/O2C) page is loaded Finance Team Leader (P2P/O2C) Apply locations MY Penang 5 Lintang Bayan Lepas 3 Bayan Lepas Industrial Park time type Full time posted on Posted 3 Days Ago...

  • Customer Service Team Leader

    1 day ago

    Jalan Wong Ah Fook , Johor Bahru Johor Malaysia Elite Advance Service Sdn Bhd Full time

    Manage and guide the smooth operation of daily customer service tasks, supervise, coach, streamline processes, and conduct standardized evaluations to enhance the efficiency of customer service. Provide clear instructions on complex issues.Collaborate with the Customer Service QC team to conduct knowledge training, handle complaints, and other essential...

  • Customer Service Team Leader

    1 day ago

    Malaysia AGENSI PEKERJAAN ADNEXIO SDN. BHD. Full time

    Key Responsibilities:Lead, guide, and inspire a team of customer service representatives to reach goals and offer exceptional supportMonitor team performance, give regular feedback, and conduct evaluationsHandle escalated customer inquiries and problems for quick resolutionProvide training for new hires and ongoing education for current staffEnsure all...

  • Team Leader, Cash

    1 day ago

    Malaysia Standard Bank of South Africa Limited Full time

    Business Segment: Personal & Private Banking Location: ZA, Eastern Cape, Butterworth, 7 Mthatha Street To manage a team of Level 1 Cash Consultants who take demand from walk-in customers for any cash related matters (e.g. teller, ATM) whilst forming an accurate assessment and understanding of that demand in order to act on it in a manner that consistently...

  • Customer Service Team Leader Cryptocurrency

    1 day ago

    KL Eco City Kuala Lumpur Kuala Lumpur Malaysia Agensi Pekerjaan Adnexio Sdn Bhd Full time

    Lead, mentor, and motivate a team of customer service representatives to achieveperformance goals and provide outstanding customer supportMonitor team performance, provide regular feedback, and conduct performance evaluations. Identify areas for improvement and implement training programs as neededHandle escalated customer inquiries and issues, ensuring...

  • Customer Service Team Leader Cryptocurrency

    2 days ago

    KL Eco City Kuala Lumpur Kuala Lumpur Malaysia 59200 Agensi Pekerjaan Adnexio Sdn Bhd Full time

    Lead, mentor, and motivate a team of customer service representatives to achieveperformance goals and provide outstanding customer supportMonitor team performance, provide regular feedback, and conduct performance evaluations. Identify areas for improvement and implement training programs as neededHandle escalated customer inquiries and issues, ensuring...

  • Customer Service Team Leader

    2 days ago

    Malaysia AGENSI PEKERJAAN ADNEXIO SDN. BHD. Full time

    Key ReponsibilitiesLead, mentor, and motivate a team of customer service representatives to achieve performance goals and provide outstanding customer supportMonitor team performance, provide regular feedback, and conduct performance evaluations. Identify areas for improvement and implement training programs as neededHandle escalated customer inquiries and...

  • Vp, Customer Experience-customer Care

    1 month ago

    Malaysia Lazada Full time

    Location: **Malaysia** - Department: Customer Service- Location: Malaysia- Team and Role Introduction: - The Customer Experience (CX) team is responsible for improving end to end journey experience for our customers (buyers and sellers) on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform.You will...

  • Customer Experience Manager, APAC

    5 days ago

    Malaysia Expedia, Inc. Full time

    If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or...

  • Manager, Global Customer Experience

    7 days ago

    Malaysia Klook Travel Technology Limited Full time

    About Klook We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences. Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality...

  • Manager, Global Customer Experience

    7 days ago

    Malaysia KLOOK Travel Full time

    Manager, Global Customer Experience page is loaded Manager, Global Customer Experience Apply locations Taipei Kuala Lumpur (CEG) time type Full time posted on Posted 30+ Days Ago job requisition id R-3570 About Klook We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together...

  • Manager, Global Customer Experience

    7 days ago

    Malaysia Klook Travel Technology Limited Full time

    About Klook We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences. Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality...

  • Manager, Global Customer Experience

    1 week ago

    Malaysia KLOOK Travel Full time

    Manager, Global Customer Experience page is loaded Manager, Global Customer Experience Apply locations Taipei Kuala Lumpur (CEG) time type Full time posted on Posted 30+ Days Ago job requisition id R-3570 About Klook We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together...

  • Service Team/ Kitchen Team

    1 month ago

    Technology Park Malaysia Uniqbe Bakery Sdn Bhd Full time

    As one of the leading company in Malaysia, Tedboy cafe opens variety of opportunities for employees to grow and make them as future leaders of the professional and disciplined. **Tedboy Bakery** also offers a dynamic work environment in order to encourage employees to contribute optimally, and at the same time is able to increase new skills and erudition...

  • Customer Service Executive

    1 day ago

    Malaysia Asia Recruit Management Sdn Bhd Full time

    Company OverviewWe are representing one of the modern and youngest network infrastructure telecommunication company in Malaysia. Currently our client is looking for young and energetic candidates to be part of the team.Job Description (Inbound Voice):Handling incoming calls and enquiries from customersFollow up and resolve customers complains.Work closely...

  • Manager, Customer Care-seller Experience

    1 month ago

    Malaysia Lazada Full time

    Location: **Malaysia** - Department: Customer Service- Location: Malaysia- Team and Role Introduction: - The Seller Experience (CX) team is responsible for improving end to end journey experience for our sellers on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform. You will lead strategic,...

  • Warehouse Team Leader

    1 day ago

    Jalan Bukit , Masai Johor Malaysia Merison (M) Sdn Bhd Full time

    Can lead the teamCan drive forkliftPick, pack and check the stocksPlan for daily delivery routePhysically strong Can speak & write in BM & BI1-2 years of experiences working in warehouse Annual BonusSalary incrementAnnual leaveEPF / SOSCO / EIS

  • Full-Time Shift Leader

    2 weeks ago

    Malaysia Tim Hortons Full time

    Join Tim Hortons as a Shift Leader and be part of our exciting brand launch in MalaysiaTim Hortons (Tims) is a beloved Canadian brand founded in 1964, that offers premium coffee blends, freshly baked goods and sandwiches. We are committed to create a welcoming environment that celebrates diversity and inclusion.Job ResponsibilitiesMaintain smooth workflows...

  • Data Administration Team Lead

    1 day ago

    Malaysia The Access Group Full time

    Join the Access Family and see how we make software ideas become a reality Our core value of 'Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow. We are the number one UK headquartered software provider in the UK and...