Contractor, Customer Experience (Mandarin Speaker) (3 months' contract)

Contractor, Customer Experience (Mandarin Speaker) (3 months' contract)

Klook Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About Klook

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. Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ 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 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!

Job Summary

We are seeking highly motivated and detail-oriented Customer Experience individuals to join our team on a contract basis. The successful candidate will be responsible for providing exceptional customer service, resolving inquiries, and ensuring a positive experience for our customers. This role is ideal for someone with strong communication skills, a passion for helping others, and the ability to work efficiently in a fast-paced environment.

What you’ll do

• Respond to customer inquiries and resolve complaints through email channels in a timely and courteous manner.
• Address all customer concerns in alignment with company policies, procedures, and service standards.
• Proactively identify and assess complex or sensitive issues, escalating them to senior team members or appropriate departments when necessary.
• Consistently demonstrate a positive, empathetic, and professional attitude to ensure a high-quality customer experience.
• Accurately document customer interactions, transactions, feedback, and complaints within internal systems to maintain clear and up-to-date records.
• Process customer requests and resolve issues by making appropriate reservation modifications, strictly adhering to company guidelines, policies, and terms of service.
• Collaborate effectively with external vendors and service partners to facilitate necessary reservation changes and service coordination.
• Remain current with internal procedures, product / service updates, and policy changes to provide accurate information and support.
• Communicate recurring feedback and service insights to relevant departments to contribute to continuous improvement.

What you’ll need

Equal Opportunity

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.

Agency Policy

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.

Additional Information

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