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 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 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ 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 core beliefs -
P
ush boundaries,
A
sk For and Give Feedback,
T
ake Ownership, and
H
elp Each Other.

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?

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) is 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 ask for and give feedback so communicating and coordinating with various departments to make positive changes 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
• Contribute 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 1 year of relevant professional experience as a Team Leader in BPO or Customer Support Center
• Proficient in Mandarin and English (both verbal and written)
• Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.)
• Able to work rotating shifts including weekends and public holidays
• Experience in project management or analytic skills is an added advantage
• Able to manage yourself as calm and respectful manner under stress and pressure from critical customer escalations
• Strong time management and multitasking skills
• Excellent interpersonal skills to communicating 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.