Manager, Global Customer Experience

2 weeks ago

Kuala Lumpur, Malaysia Klook Full time

Kuala Lumpur
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 will do

Lead the team and actively monitor and benchmark customer experience market practices across industries to implement Klook’s customer experience standards reflecting customer needs, market needs, and internal priorities.

Engage various internal and external stakeholders to manage and optimize cross-functional processes

Support the planning, design and execution of multiple initiatives to improve the cross team’s operation efficiency.

**Data Analysis**: build metrics and implement mechanisms to monitor and analyze customer experience related performance, such as CSAT, FCR and contact reasons analysis

Consistently and proactively gauge customer’s sentiments in ensuring CSAT are kept in check, whilst Klook grows and scales its business globally

Own the customer experience journey and customer experience strategy with and across all verticals and market business teams

Be the ‘customer advocate’ within Klook and ensure customers’ feedback and sentiments are channeled to the respective teams for improvements.

Solicit buy-in and work towards delivery and implementation of CEG projects and initiatives that are aligned with the voice of customers in ensuring ‘roadblocks’ / issues are proactively addressed and highlighted / escalated for stakeholders’ visibility when intervention is needed.

What you will need

Bachelor’s degree or above

Strong customer experience mindset, as well as analytical, written and verbal communications skills.

Deep understanding of how to align and operationalise business outcomes with customer experience.

Track record in delivering customer experience success in cross functional initiatives

Strong analytical skills and an ability to work with and make sense of numbers and data.

Eager to work in a fast-paced and dynamic environment

Globally-minded and comfortable working with people from 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.

  • Manager, Global Customer Experience

    4 weeks ago

    Kuala Lumpur, Malaysia Klook Full time

    About KlookWe 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...

  • Manager, Global Customer Experience

    2 months ago

    Kuala Lumpur, Malaysia Klook Full time

    About KlookWe 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...

  • Manager, Global Customer Experience

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Klook Full time

    About KlookWe are a top platform in Asia that offers travel services and unforgettable experiences, aiming to connect people through unique adventures.Established in 2014 by 3 passionate travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook is dedicated to providing joy to travelers worldwide with a vast selection of quality experiences. From famous...

  • Customer Experience Specialist English Speaker

    2 weeks ago

    Kuala Lumpur, Malaysia EVA Global Full time

    **Join Us in Kuala Lumpur** **as a Dutch-Speaking Customer Experience Specialist!** **About the Role**: Hey there! Are you fluent in **English** **and passionate about providing stellar customer service and want to work from Kuala Lumpur? We're expanding our vibrant team in Malaga, Spain, and we want you! If you're a communication whiz and love the idea of...

  • Customer Experience Specialist English Speaker

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia EVA Global Full time

    Join Us in Kuala Lumpur as a Dutch-Speaking Customer Experience SpecialistAbout the Role:Hey there Are you fluent in English **and passionate about providing stellar customer service and want to work from Kuala Lumpur? We're expanding our vibrant team in Malaga, Spain, and we want you If you're a communication whiz and love the idea of working in a sunny,...

  • Manager, Customer Experience

    4 weeks ago

    Kuala Lumpur, Malaysia Klook Full time

    Kuala Lumpur 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...

  • Customer Experience Manager

    3 weeks ago

    Kuala Lumpur, Malaysia Teads Full time

    **Who we are** - We are a global AdTech company with over 1200 employees across 30 countries with over 100 different nationalities - Competing against the biggest tech companies - Inventor of the InRead Video - Partner with the biggest media agencies and brands - Global partnerships with premium publishers **What can you expect in this role**: Teads is...

  • Manager, Customer Experience

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Klook Full time

    Kuala LumpurFull TimeAbout KlookWe 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...

  • Customer Experience Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Teads Full time

    Who we are We are a global AdTech company with over 1200 employees across 30 countries with over 100 different nationalities Competing against the biggest tech companies Inventor of the InRead Video Partner with the biggest media agencies and brands Global partnerships with premium publishersWhat can you expect in this role:Teads is seeking for a...

  • Internship at Niki Global

    5 days ago

    Kuala Lumpur, Malaysia NIKI Global Tours Sdn. Bhd. Full time

    **NIKI Global Tours Sdn Bhd** is a European tour operator company, specialized in Halal Muslim travel from budget to luxury as well as customizing packages for travel agents -e.g., arranging accommodation in hotels, motels, private country houses, villas, camping sites, yacht, cruisers, caravans and flat, holiday tours, provide insurance covers specifically...

  • Customer Experience Specialist

    2 months ago

    Kuala Lumpur, Malaysia EPOS GLOBAL SOLUTIONS SDN. BHD. Full time

    **Join EPOS: Empower Your Career as a Customer Experience Specialist** - Join a young vibrant and cheerful team! - All age groups are welcome - Multilingual (English and Chinese) is an advantage. **Benefits**: - Receive full training tailored to foster your role excellence. - Engage in a structured skills development program aimed at long-term career...

  • Associate Manager, Customer Experience

    4 weeks ago

    Kuala Lumpur, Malaysia Klook Full time

    Kuala Lumpur 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...

  • Internship at Niki Global

    4 weeks ago

    Kuala Lumpur, Malaysia NIKI Global Tours Sdn. Bhd. Full time

    **NIKI Global Tours Sdn Bhd** is a European tour operator company, specialized in Halal Muslim travel from budget to luxury as well as customizing packages for travel agents -e.g., arranging accommodation in hotels, motels, private country houses, villas, camping sites, yacht, cruisers, caravans and flat, holiday tours, provide insurance covers specifically...

  • Internship at Niki Global

    2 months ago

    Kuala Lumpur, Malaysia NIKI Global Tours Sdn. Bhd. Full time

    **NIKI Global Tours Sdn Bhd** is a European tour operator company, specialized in Halal Muslim travel from budget to luxury as well as customizing packages for travel agents -e.g., arranging accommodation in hotels, motels, private country houses, villas, camping sites, yacht, cruisers, caravans and flat, holiday tours, provide insurance covers specifically...

  • Internship at Niki Global

    2 weeks ago

    Kuala Lumpur, Malaysia NIKI Global Tours Sdn. Bhd. Full time

    **NIKI Global Tours Sdn Bhd** is a European tour operator company, specialized in Halal Muslim travel from budget to luxury as well as customizing packages for travel agents -e.g., arranging accommodation in hotels, motels, private country houses, villas, camping sites, yacht, cruisers, caravans and flat, holiday tours, provide insurance covers specifically...

  • Internship at Niki Global

    2 days ago

    Kuala Lumpur, Malaysia NIKI Global Tours Sdn. Bhd. Full time

    **NIKI Global Tours Sdn Bhd** is a European tour operator company, specialized in Halal Muslim travel from budget to luxury as well as customizing packages for travel agents -e.g., arranging accommodation in hotels, motels, private country houses, villas, camping sites, yacht, cruisers, caravans and flat, holiday tours, provide insurance covers specifically...

  • Customer Experience Specialist

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia EPOS GLOBAL SOLUTIONS SDN. BHD. Full time

    JoinEPOS:Empower Your Career as a Customer Experience Specialist Join a young vibrant and cheerful team All age groups are welcome Multilingual (English and Chinese) is an advantage.Benefits: Receive full training tailored to foster your role excellence. Engage in a structured skills development program aimed at longterm career growth. Thrive in a dynamic,...

  • Internship at Niki Global

    4 weeks ago

    Kuala Lumpur, Malaysia NIKI Global Tours Sdn. Bhd. Full time

    **NIKI Global Tours Sdn Bhd** is a European tour operator company, specialized in Halal Muslim travel from budget to luxury as well as customizing packages for travel agents -e.g., arranging accommodation in hotels, motels, private country houses, villas, camping sites, yacht, cruisers, caravans and flat, holiday tours, provide insurance covers specifically...

  • Internship at Niki Global

    2 days ago

    Kuala Lumpur, Malaysia NIKI Global Tours Sdn. Bhd. Full time

    **NIKI Global Tours Sdn Bhd** is a European tour operator company, specialized in Halal Muslim travel from budget to luxury as well as customizing packages for travel agents -e.g., arranging accommodation in hotels, motels, private country houses, villas, camping sites, yacht, cruisers, caravans and flat, holiday tours, provide insurance covers specifically...

  • Intern - Customer Experience

    5 days ago

    Kuala Lumpur, Malaysia Bolttech Management Limited Full time

    **As a bolttech intern** You will have the opportunity to gain on-the-job experience and training, exposure to exciting opportunities including managing your own project. You will be embedded in a team working alongside some of our best SMEs. You will also be supported by our intern program which offers a structured learning experience. You will be working...