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Trainer - Customer Experience



Customer Service
Taipei City, Taiwan
Posted on Wednesday, October 18, 2023

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 - 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's you will do

  • Conduct new hire, refresher, and upskill training classes according to business needs.

  • Ensure that class objectives and learning curve performance metrics are achieved.

  • Analyze current trends to determine training needs, then participate in efforts to create and deliver training by implementing solutions.

  • Engage various internal and external stakeholders to support cross-functional projects to optimize service delivery and operational processes.

  • Coach and reinforce front-line agents and supervisors in applying skills learned in training.

  • Maintain up-to-date training records to ensure all CEG employees' development goals are met and follow organizational training and policy initiatives.

  • Regularly assess the effectiveness of training programs and provide feedback for improvement.

  • Maintain accurate and relevant training materials and documentation.

  • Adapt training materials to align with changing business needs and processes.

  • Foster a customer-centric mindset among trainees, emphasizing the importance of customer satisfaction.

  • Collaborate with various teams and departments to ensure training materials are aligned with broader organizational goals.

  • Perform other duties as may arise from time to time and as may be assigned to the employee.

What's you will need

  • Bachelor's degree or above (preferable).

  • Minimum 2 years of working experience in service training. Longer working experience is an advantage.

  • Training program design experience

  • Advanced presentation, interpersonal, time management, communication, and organizational skills.

  • Adequate language command: English & Mandarin.

  • Willingness to take initiative and follow through on projects/tasks

  • Flexible working hours to support training and operational needs

  • Ability to understand and execute complex written and verbal instructions.

  • Ability to work independently and in a team environment.

  • Possess an advanced knowledge of computer-based applications such as Microsoft Office or Google Suite.

  • 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 backgrounds 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.