Customer Experience Specialist (華語客服 / Mandarin-speaking)

Klook is Asia's leading travel and experiences platform. We curate the most joyful experiences so that users can satisfy their relentless curiosity for adventure and experiences at home and around the world. With our website and app, users can experience a world of joy, from attractions, tours to local transportation and stays. Founded in 2014, we are here to inspire and enable more moments of joy through over half a million activities in over 2,700 destinations.

Responsibilities

• Handles and responds to customer enquiries and complaints through phone, online chat and / or e-mails.
• Ensures all customer inquiries / issues / complaints are resolved according to the company's processes and procedures.
• Identifies and escalates difficult and complex issues to senior team members.
• Maintains a positive, empathetic and professional attitude towards customers.
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system.
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions.
• Liaises with external vendors and service operators to fulfill booking changes.
• Keeps updated with company procedures and processes.
• Shares customer feedback with relevant departments for further improvements.

Qualifications

Application Questions

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