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Specialist, Resolution Recovery



Melbourne, FL, USA
Posted on Wednesday, October 25, 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 you’ll do?

  • Act as the primary point of contact for dissatisfied customers, whether through phone or email interactions.

  • Listen actively to customer’s concerns, empathise with their situation, assure that their feedback is valued and find effective solutions to restore customer satisfaction and loyalty.

  • Able to identify, investigate and analyse the root cause of customer dissatisfaction.

  • Develop and implement solutions to address customer dissatisfaction, which may involve offering compensation or other appropriate recovery remedies to transform negative experiences into positive.

  • Possess strong communication skills which are able to communicate clearly and professionally with customers, explaining the resolution process and timelines.

  • Gather additional feedback from customers to identify opportunities, trends and areas for process improvement.

  • Provide feedback to relevant stakeholders for improvement opportunities.

  • Work closely with Team Leader/Manager, Customer Experience Team, and other cross-functional teams to resolve customers’ issues.

  • Continuously identify work process improvements.

  • Maintain detailed records of customer interactions, complaints and resolution.

  • 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?

  • Preferably Diploma qualification and above

  • Minimum with 1-2 years of working experience as Customer Service in contact center environment

  • Able to work shifts (including weekends, public holidays)

  • Previous experience in customer service is an added advantage

  • 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.

  • Strong interpersonal and communication skills.

  • Excellent problem solving and analytical abilities.

  • Empathetic and patient, with the ability to handle challenging customer situations professionally.

  • Attention to detail and the ability to document interactions accurately.

  • Proactive, efficient, quick to learn and has a strong work ethic.

  • 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.

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.