Vendor Management Analyst

**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
- Accountable for overall outsource vendors' performance and quality
- Establish and implement monitoring/reporting mechanism with vendors to ensure the quality of service is consistent across support channels
- Design engagement and process flows to ensure effective operational support,
knowledge transfer and escalation handling between outsource vendors and inhouse teams
- Works closely with the Outsource Vendors, responsible for assigned tasks and inquiries from outsource vendors support
- Responsible for contractual and invoicing
- Communicates and coordinates with various departments to provide relevant feedback
- Completes additional tasks and projects as assigned
What you'll need
- Minimum 2-year experience in consumer-facing contact centre operations
- Sound knowledge of basic contact centre management principles
- Proficient in English and Chinese (both verbal and written)
- Excellent interpersonal communication skills
- Experience in negotiating vendor outsourcing contractual/commercial terms and conditions is a plus
- Eager to work with a multilingual team and fast-paced environment
- A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that's not afraid to work independently when required
- Globally-minded and comfortable working with people from different cultural background and in different time zones
- Able to work shifts (including weekends, public holidays)
- 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._