Team Leader, Customer Experience

Overview 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, 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.

Our international community of over 1,800 employees, based in 30+ locations, collaborates to curate memorable experiences and co-create our world of joy within Klook.

We work hard and play hard, 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!

About our team Our Customer Experience Team helps customers get the perfect travel experiences by helping them pick great products that will fit into their itinerary.

Klook is a global brand shaping the travel experiences of millions of people around the world. This is a great opportunity to make a positive impact on the travel experiences of many people, to work with customers from across different cultures, and to practice your language and communication skills.

Traveling can sometimes get a little stressful, so we are looking for people who are good at multitasking, adapting to changing environments, and who put people at ease so we can solve our customers’ problems very effectively and quickly.

We want to deliver the best experience to our customers!

What you'll do

Takes ownership to lead a diversified team to ensure support provided to our customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy.

Drives and motivates team performance by building rapport and developing team members to ensure growth.

Helps the team by handling escalations including urgent, complex and sensitive cases from the team.

Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies.

Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution.

Proactively asks for and gives feedback to communicate and coordinate with various departments to make positive change in the organization.

Identifies gaps and inefficiencies in targets, team performance and / or existing processes and procedures to increase the quality of customer experience.

Understands and analyzes team performance reports for management updates to make data-driven decisions for better outcomes.

Contributes to the development of processes, procedures and guidelines to improve the quality of work.

Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures.

What you'll need

Minimum 3-5 years of relevant professional experience as a Team Leader in BPO or Customer Support Center.

Proficient in English (both verbal and written).

Proficient in Microsoft / G-Suite applications (e.g. Microsoft Excel, Google Sheets).

Able to work rotating shifts including weekends, public holidays and overnight shifts.

Experience in project management or analytic skills is an added advantage.

Able to manage yourself in a calm and respectful manner under stressful conditions and when handling critical customer escalations.

Strong time management and multitasking skills.

Excellent interpersonal skills to communicate with other stakeholders.

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.

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.

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