Manager, Customer Experience

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**:
Manage Klook’s customer experience operations team in ensuring Operational KPIs are aligned with customer experience.

Work with CEG Leadership team to strategise and align Klook’s customer service positioning and recommend metrics and mechanism to continuously gauge and enhance service standards

Recommend and collaborate across CEG stakeholders in implementing operational procedures and recommend tactical and strategic training modules in view of Klook’s fast-expanding product portfolio covering multiple continents and categories such as Experience, Mobility, Hotels, Travel Essentials, Events, etc.

Identify and work with CEG Leadership team in resolving operational, process and technological deficiencies.

Recommend and work with CEG Leadership team in improving mechanisms such as service level standards, compensation policies, quality assurance and metrics measuring customer satisfaction and manpower efficiency.

Participate in tactical projects in implementing continuous improvement programs to uplift customer experience.

Be the customer advocate and champion customer’s voice within Klook to drive both operational and technological improvements to improve and uplift customer experience.

Ad-hoc operational projects and priorities as assigned.

Lead a Group of Team Leaders/ Team Managers.

**What You Will Need**:
Diploma or above, and backed by relevant working experience

Preferably with 5-7 years experience in consumer-facing contact center operations

Deep understanding of how to align & operationalise biz outcomes with customer experience.

Experience in managing operations team and driving outcomes which are aligned to customers expectations

Track record in overseeing complex and broad portfolio of products

Track record in delivering success in cross functional initiatives

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

Excellent communication skills, fluent in spoken and written English

Eager to work in a fast-paced and dynamic environment

Have a start-up attitude - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude

Globally-minded and comfortable working with people from different cultural background and in different time zones

Experience in Leading Team Leader/ Team Managers in Customer Experience setting

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.