Customer Experience Specialist

3 days 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:

  • Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails
  • Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures
  • Identifies and escalates difficult and complex issues to senior team members
  • Maintains a positive, empathetic and professional attitude towards customers
  • Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
  • Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
  • Liaises with external vendors and service operators to fulfill booking changes
  • Keeps updated with company procedures and processes
  • Shares customer feedback with relevant departments for further improvements

What You'll Need:

  • Fresh graduates are encouraged to apply
  • Proficient in English and Mandarin (both verbal and written).
  • Previous experience in customer service is an added advantage
  • Able to work shifts (including weekends, public holidays, overnight)
  • Possess a problem-solving mindset to proactively find solutions for customer needs
  • Strong written and verbal communication skills to communicate clearly and effectively with our customers
  • Good team player to work collaboratively in a team environment
  • Keen attention to detail in completing tasks accurately and thoroughly

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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