Specialist, Customer Experience

3 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 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 - Push boundaries, Ask for and give feedback, Take ownership, and Help 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**:
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 customer
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/Cantonese (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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