Team Leader, Customer Experience

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 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 across 2,700 destinations worldwide. Our international community includes over 1,800 employees in 30+ locations. We work hard and play hard, guided by six core values : Customer First, Push Boundaries, Critical Thinking, Build for Scale, Less is More, Win as One. What you\'ll do

Takes ownership to lead a diversified team to ensure support across platforms (calls, chats, emails) is handled with high efficiency and accuracy Drives and motivates team performance by building rapport and developing team members Handles escalations including urgent, complex and sensitive cases Coaches team members on expectations and continuous improvement through regular feedback on performance, attendance and policies Coordinates with Workforce Management to determine anticipated work volume and optimize work distribution Solicits and provides feedback to improve coordination with various departments Identifies gaps and inefficiencies to improve customer experience Analyzes team performance reports to support data-driven decisions Contributes to development of processes, procedures and guidelines Completes additional tasks to ensure policy implementation What you\'ll need

Minimum 3-5 years of relevant experience as a Team Leader in BPO or Customer Support Proficient in English (verbal and written) Proficient in Microsoft and Google Suite applications Able to work rotating shifts including weekends, public holidays and overnight shifts Experience in project management or analytic skills is an added advantage Ability to stay calm and respectful under pressure from customer escalations Strong time management and multitasking skills Excellent interpersonal skills for communicating with stakeholders Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We are committed to creating a welcoming and supportive culture where everyone belongs. An Agency must obtain advance written approval to submit resumes, and only in conjunction with a valid agreement and for a specific job opening.

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