Specialist, Service Recovery & Insights

Klook Customer Service Specialist

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!

Key Responsibilities

• Expertly manage and resolve escalated customer cases received from various internal channels within defined timelines and in accordance with Klook's guidelines.
• Collaborate effectively with team leaders/managers, customer experience teams, and cross-functional teams to thoroughly investigate and resolve complex customer issues.
• Examine unresolved cases and implement service recovery strategies to ensure successful customer retention.
• Demonstrate strong logic-based decision-making skills to effectively triage and escalate borderline cases according to established protocols.
• Proactively identify, develop, and recommend creative and innovative solutions to address customer escalations, adapting strategies based on specific circumstances.
• Analyze data to identify recurring patterns, common pain points, and underlying root causes, providing actionable recommendations for preventative measures and service enhancements.
• Formulate data-driven recommendations to proactively mitigate potential service failures and optimize overall operational efficiency.
• Continuously identify and implement improvements to existing work processes to enhance efficiency and effectiveness.
• Maintain a comprehensive and current understanding of Klook's internal products, services, and etc.
• Serve as a liaison between Klook and local authorities, fostering positive relationships and engagement to achieve professional resolution of reported complaints.
• Undertake additional duties and participate in projects as directed by TL/Manager.

What you'll need?

• Minimum 2 years of customer service experience.
• 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.
• A rational decision-maker and process-oriented individual who understands that customers can make or break a business.
• Analytical thinking and high problem solving skills.
• Experience in complaints handling (complex, council cases) is an advantage.
• Must have outstanding organizational, time management and communication skills.
• Proactive, efficient, quick to learn and has a strong work ethic, attention to detail and a focus on delivering highly accurate work.
• Comfortable in learning and working through a task in various technology-based systems via electronic means such as Lark, call center solution, email, chat, and online project management applications.
• Eager to work in a small team and fast-paced environment.
• Globally minded and comfortable working with people from a different cultural background and in different time zones.