Specialist, Service Recovery & Insights

Overview

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, Klook inspires and enables moments of joy for travelers with a wide range of curated experiences and local travel services across destinations worldwide.

We work with a global community and maintain a high-performing culture guided by our 6 core values : Customer First , Push Boundaries , Critical Thinking , Build for Scale , Less is More , Win as One .

Join us to be part of this evolving travel revolution.

Key Responsibilities

• Expertly manage and resolve escalated customer cases from various internal channels within defined timelines and in accordance with Klook's guidelines.
• Collaborate with Team Leaders / Managers, Customer Experience teams, and cross-functional teams to thoroughly investigate and resolve complex customer issues.
• Examine unresolved cases and implement service recovery strategies to ensure successful customer retention.
• Demonstrate strong logic-based decision-making to triage and escalate borderline cases according to established protocols.
• Proactively identify, develop, and recommend creative solutions to address escalations, adapting strategies based on circumstances.
• Analyze data to identify recurring patterns, pain points, and root causes, providing actionable recommendations for preventative measures and service enhancements.
• Formulate data-driven recommendations to mitigate potential service failures and optimize operational efficiency.
• Continuously identify and implement improvements to existing processes to enhance efficiency and effectiveness.
• Maintain a comprehensive understanding of Klook's internal products, services, and etc.
• Serve as a liaison between Klook and local authorities to foster positive relationships and achieve professional resolution of reported complaints.
• Undertake additional duties and participate in projects as directed by TL / Manager.

What you’ll need

Klook is an equal opportunity employer. We hire talented people of all backgrounds and strive for an inclusive, welcoming workplace where everyone belongs.

Note : Klook does not accept unsolicited resumes from third-party agencies unless explicitly approved. Agencies must have a valid agreement and be invited to submit resumes for a specific opening.

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