Team Leader, Customer Experience

1 week 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, andHelp 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 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:

  1. Takes ownership to lead a diversified team to ensure support provided to our customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy.
  2. Drives and motivates team performance by building rapport and developing team members to ensure growth.
  3. Helps the team by handling escalations including urgent, complex and sensitive cases from the team.
  4. 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.
  5. Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution.
  6. Proactively ask for and give feedback to communicate and coordinate with various departments to make positive change in the organization.
  7. Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience.
  8. Understands and analyzes team performance reports for management updates to make data-driven decisions for better outcomes.
  9. Contributes to the development of processes, procedures and guidelines to improve the quality of work.
  10. 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:

  1. Minimum 3-5 years of relevant professional experience as a Team Leader in BPO or Customer Support Center.
  2. Proficient in English (both verbal and written).
  3. Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.).
  4. Able to work rotating shifts including weekends, public holidays and overnight shifts.
  5. Experience in project management or analytic skills is an added advantage.
  6. Able to manage yourself in a calm and respectful manner under stressful conditions and pressure from critical customer escalations.
  7. Strong time management and multitasking skills.
  8. Excellent interpersonal skills for 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.

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