Customer Experience Team Leader

2 weeks ago

Kuala Lumpur, Malaysia Klook Full time

**About Klook**

Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn’t this exciting?

It certainly is for our international community of over 1,200 employees, based in over 20 locations globally Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse. We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - **P**ush boundaries, **A**sk for and give feedback, **T**ake ownership, and **H**elp each other - in everything we do. We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?

**What you'll do**:

- Drives and motivates team performance by building rapport and developing team members to ensure growth
- Handles 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
- Works closely with the Workforce Management team to determine anticipated work volume and optimise work distribution
- Communicates and coordinates with various departments to provide relevant feedback
- Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience
- Prepares and presents reports for management updates and data-driven decision making
- Contribute to the development of processes, procedures and guidelines to improve the quality of work
- Completes additional tasks and projects as assigned

**What you'll need**:

- Minimum 1 year of relevant professional experience as a Team Leader
- Sound knowledge of basic contact centre management principles
- Proficient in English and Chinese (both verbal and written)
- Experience in project management is an added advantage
- Able to work shifts (including weekends, public holidays, overnight)
- 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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