Specialist, Service Recovery

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Klook 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 - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help 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?

What you'll do?

  • Professionally respond to reviews and complaints promptly, accurately, with courtesy and utmost confidentiality
  • Professionally handle escalations cases raised and received from Customer Experience Specialists (Agent) and Customer Experience Supervisors (TL) in a timely manner following Klook's policies and procedures.
  • Work closely with Team Leader/Manager, Customer Experience Team, and other cross-functional teams to resolve customers' issues.
  • Take ownership of issues, ensure cases are well managed and the customers are retained after resolution.
  • Well-developed logic-based decision making and ability to triage and escalate borderline cases
  • Able to identify, provide creative and innovative solutions and recommendations to resolve customer escalations depending on the circumstances.
  • Continuously identify work process improvements
  • Possess a strong, up-to-date knowledge of Klook's internal products, services and promotions.
  • Additional duties or projects as assigned

What you'll need?

  • Excellent command of the English and Mandarin language and the language for the position applied; and extremely detail-oriented when responding and resolving customers' issues.
  • A rational decision-maker and process-oriented individual who understands that customers can make or break a business.
  • Analytical thinking and high problem solving skills
  • Experience in complaints handling (complex, council cases) is an advantage.
  • Must have outstanding organizational, time management and communication skills.
  • Proactive, efficient, quick to learn and has a strong work ethic.
  • Comfortable in learning and working through a task in various technology-based systems via electronic means such as Lark, Call center solution, email, chat, and online project management applications.
  • Eager to work in a small team and fast-paced environment
  • A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that's not afraid to work independently when required
  • Globally-minded and comfortable working with people from a different cultural background and in different time zones

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.

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