Specialist, Service Recovery & Resolution
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?
Professionally respond to reviews and complaints promptly, accurately, with courtesy and utmost confidentiality
Professionally handle escalations cases raised and received from Customer Experience Specialists (Agent) and Customer Experience Supervisors (TL) in a timely manner following Klook's policies and procedures.
Work closely with Team Leader/Manager, Customer Experience Team, and other cross-functional teams to resolve customers’ issues.
Take ownership of issues, ensure cases are well managed and the customers are retained after resolution.
Well-developed logic-based decision making and ability to triage and escalate borderline cases
Able to identify, provide creative and innovative solutions and recommendations to resolve customer escalations depending on the circumstances.
Continuously identify work process improvements
Possess a strong, up-to-date knowledge of Klook's internal products, services and promotions.
Additional duties or projects as assigned
What you’ll need?
Excellent command of the English and Mandarin language and the language for the position applied; and extremely detail-oriented when responding and resolving customers' issues.
A rational decision-maker and process-oriented individual who understands that customers can make or break a business.
Analytical thinking and high problem solving skills
Experience in complaints handling (complex, council cases) is an advantage.
Must have outstanding organizational, time management and communication skills.
Proactive, efficient, quick to learn and has a strong work ethic.
Comfortable in learning and working through a task in various technology-based systems via electronic means such as Lark, Call center solution, email, chat, and online project management applications.
Eager to work in a small 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 a 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.
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.