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Manager, Customer Experience



Customer Service
Melbourne, FL, USA
Posted on Thursday, November 9, 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 Will Do:

  • Manage Klook’s customer experience operations team in ensuring Operational KPIs are aligned with customer experience.

  • Work with CEG Leadership team to strategise and align Klook’s customer service positioning and recommend metrics and mechanism to continuously gauge and enhance service standards

  • Recommend and collaborate across CEG stakeholders in implementing operational procedures and recommend tactical and strategic training modules in view of Klook’s fast-expanding product portfolio covering multiple continents and categories such as Experience, Mobility, Hotels, Travel Essentials, Events, etc.

  • Identify and work with CEG Leadership team in resolving operational, process and technological deficiencies.

  • Recommend and work with CEG Leadership team in improving mechanisms such as service level standards, compensation policies, quality assurance and metrics measuring customer satisfaction and manpower efficiency.

  • Participate in tactical projects in implementing continuous improvement programs to uplift customer experience.

  • Be the customer advocate and champion customer’s voice within Klook to drive both operational and technological improvements to improve and uplift customer experience.

  • Ad-hoc operational projects and priorities as assigned.

What You Will Need:

  • Diploma or above, and backed by relevant working experience

  • Preferably with 5-7 years experience in consumer-facing contact center operations

  • Deep understanding of how to align & operationalise biz outcomes with customer experience.

  • Experience in managing operations team and driving outcomes which are aligned to customers expectations

  • Track record in overseeing complex and broad portfolio of products

  • Track record in delivering success in cross functional initiatives

  • Strong analytical skills and an ability to work with and make sense of numbers & data.

  • Excellent communication skills, fluent in spoken and written English

  • Eager to work in a fast-paced and dynamic environment

  • Have a start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude

  • Globally-minded and comfortable working with people from 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.