Specialist/Analyst, Customer Experience Advocate
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 Will Need:
Possess a problem-solving mindset to proactively find solutions for customer needs
Strong written and verbal communication skills to communicate clearly and effectively with different stakeholders.
Good team player to work collaboratively in a team environment
Keen attention to detail in completing tasks accurately and thoroughly
Track record of successfully driving cross team initiatives for customer satisfaction
Bachelor’s degree or above
What you will do:
Collaborate with BD teams across all verticals on different customer journey related requests.
Follow up and close any service disruption cases which may affect customer experience.
Consistently and proactively gauge customer’s sentiments in ensuring CSAT are kept in check, whilst Klook grows and scales its business globally
Ensure market outcomes are aligned with the customer experience and issues impacting customer experience are actively addressed and resolved.
Engage and be close to customers in encapsulating ‘VOC’ (voice of customers) into operational strategies, to ensure we deliver the best in class customer experience and drive a customer-focused outcome.
Collaborate with vertical and business teams in addressing market-specific issues that impact customer experience and deploy immediate tactical plans to close the loop, whilst ensuring mitigation plans are implemented to avoid recurrence.
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.