Team Leader, Customer Experience

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Klook Full time

About Our Team
Our Customer Experience Team helps customers get the perfect travel experiences, by helping them pick great products that will fit into their itinerary.

Klook is a global brand, shaping the travel experiences of millions of people all over the world. This is a great opportunity to make a positive impact on the travel experiences of a lot of people, to work with customers from across different cultures, and to practice your language and your communication skills.

Traveling can sometimes get a little stressful, so therefore we are looking for people who are good at multitasking, adapting to changing environments,, and also put people at ease, so that we can solve our customer's problems very effectively and quickly.

We want to deliver the best experience to our customers

What You'll Do

  • Takes ownership to lead a diversified team to ensure support provided to our customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy
  • Drives and motivates team performance by building rapport and developing team members to ensure growth
  • Helps the team by handling 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 not only for performance but also attendance and adherence to policies
  • Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution
  • Proactively ask for and give feedback so communicating and coordinating with various departments to make positive change in the organization
  • Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience
  • Understands and analyzes team performance reports for management updates to make data-driven decision for better outcomes
  • Contribute to the development of processes, procedures and guidelines to improve the quality of work
  • Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures

What You'll Need

  • Minimum 3-5 years of relevant professional experience as a Team Leader in BPO or Customer Support Center
  • Proficient in English (both verbal and written)
  • Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.)
  • Able to work rotating shifts including weekends, public holidays and overnight shifts
  • Experience in project management or analytic skills is an added advantage
  • Able to manage yourself as calm and respect manner under stressful and pressure from the critical customer escalations
  • A strong time management and multitasking skills
  • An excellent interpersonal skills to communicating with other stakeholders

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