Manager, Customer Experience
We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.
Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.
We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic 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:
Degree 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 for both English and Mandarin.
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.