Position : Customer Experience Operations ManagerWhat youll do1. Lead Klooks multilingual customer contact center operations in the country2. Work with customer experience management team to strategize and align Klooks customer service positioning and develop metrics and mechanism to continuously enhance service standards3. Develop and implement operational procedures and training programs in view of Klooks fast-expanding product portfolio covering multiple continents and travel categories such as attractions, transportation, and tours.4. Build and improve mechanisms such as service level standards, compensation policies, quality assurance and metrics measuring customer satisfaction and manpower efficiency5. Lead strategic projects such as IT infrastructure setup and outsourcingWhat youll need1. At least 5 years of experience in consumer-facing contact center operations2. Experience of managing a large, multicultural operations team3. Track record of managing a complex and large portfolio of products4. Track record of delivering success in cross departmental initiatives5. Fluent spoken and written English and Mandarin6. Bachelor s degree or above7. Eager to work in a fast-paced environment8. A start-up attitude highly collaborative with an entrepreneurial, roll-up-your sleeves attitude9. Globally-minded and comfortable working with people from different cultural background and in different time zones Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor s Degree, Post Graduate Diploma, Professional Degree, any field. Required skill(s): Customer Focus, Process Improvement, Problem Solving, People Skills, Teamwork. Required language(s): Bahasa Malaysia, Mandarin, English At least 10 year(s) of working experience in the related field is required for this position. Preferably Senior Managers specializing in Customer Service or equivalent. Full-Time position(s) available.
Type : Company job
Role : Manager
Industry : Travel/Tourism
Salary : Not Disclosed
We are a travel-technology company, with a mission to empower travellers around the world to discover, book and experience the best things to do anywhere, anytime. Through our work, we provide a seamless way for travelers to explore popular attractions, tours, local transportation, food and beverage, and unique experiences around the world on Klook’s website and award-winning app (consecutive Best of Year awarded by Google Play and Apple App Store). Each day, Klook’s travelers indulge in their wanderlust and spontaneity through over 100,000 offerings in more than 350 destinations.