Senior Associate, Customer Experience (insurance Services)

Klook Customer Service Representative

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 2,700 destinations around the world.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values:

• Customer First
• Push Boundaries
• Critical Thinking
• Build for Scale
• Less is More
• Win as One

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? Join us!

What you'll do:

• Assess customer claim requests relating to Klook's value-added services such as our Cancellation flexibility and Satisfaction guarantee service and handle cases based on company's policies.
• Liaise with customer, internal departments, and external merchants where needed in order to ensure satisfactory conclusion of customer request.
• Manage timely conclusion of claim and general tickets within agreed turnaround times.
• Be an expert on product, SOPs and all-things relating to the Klook Protect vertical, keeping up-to-date with any changes.
• Handle and respond to escalated customer enquiries or complaints that require Klook Protect specialised attention.
• Share feedback with the larger team for further improvements to better customer experience

What you'll need:

• Strong written and verbal communication skills in English.
• Proficiency in Mandarin, Cantonese, Korean, Japanese, Bahasa, or Thai is a plus and will be strongly considered.
• Keen attention to detail in completing tasks accurately and thoroughly.
• A positive, empathetic and professional attitude to communicate effectively with customers.
• Possess a problem-solving mindset to proactively find solutions for issues.
• A champion of the team's key values - collaborative and open to feedback, experimentative to try new ideas, customer-focused and always asking what is best for the customer.
• Previous experience in customer service is a plus.