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Customer Review Manager

Taipei

R-1512

Customer Review Manager

  • Taipei
  • Full Time

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

What you will do:

Leadership & Development

  • Leads a team responsible for evaluating, investigating, and resolving customer complaints.

  • Provide guidance to subordinates on the interpretation of procedures, applicable regulations, and prioritization of workload.

  • Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.

  • Address team disciplinary and/or performance issues if any; provide corrective decision / action as required.

Reporting / Complaint Handling

  • Ensure customer complaints/ escalations are handled in a fair and timely manner.

  • Prepare and provide relevant reporting for Management review on timely basis.

  • Determine root causes of recurring complaints and formulate improvements to mitigate them.

  • To ensure timely follow-ups and escalation within SLA expectation.

  • Review the waiver policy and compensation framework for compensation request handling if any

Continual Improvement

  • Ensure departmental SOPs are documented accurately and SOPs up to date.
  • Monitors metrics and drives efficiency / improvements based on trends and observations.
  • Work closely with other departments (i.e. Finance, BD, and Marketing) and to identify opportunities for better work efficiency.
  • Coordinates and implements mid to large-scale projects of varying complexity.
  • To work with Business Unit leadership to constantly drive Operational Excellent. i.e., improvement from People/ Process/ system.

Others

To work with the Talent Acquisition team to drive recruitment whenever required.

What you’ll need?

  • Good communication skills, fluent in spoken and written in English and Mandarin languages.

  • Good analytical and investigation skills.  Clear directions and sound judgments for escalation handling.

  • Bachelor’s degree or above

  • Proficient in MS Office applications or Google G Suite products.

  • At least 3 – 4 years of consumer facing / customer service experience with at least 1- 2 years at manager level of team leading experience.

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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