Plant

Vendor Manager, Customer Experience

Kuala Lumpur

R-1728

Vendor Manager, Customer Experience

  • Kuala Lumpur
  • 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’ll do?

  • Plan and implement an outsourcing strategy to support and complement inhouse  resources for operations delivery  

  • Accountable for overall outsource vendors performance and quality

  • Responsible for contractual and commercial negotiation, compliance and invoicing

  • Establish and implement monitoring/reporting mechanism with vendors to ensure quality of service is consistent across support channels

  • Design engagement and process flows to ensure effective operational support, knowledge transfer and escalation handling between outsource vendors and inhouse teams

  • Drive Operational Excellence initiatives and projects to improve service delivery

What you’ll need?

  • 3 - 5 years experience in consumer-facing contact centre operations 

  • Exposure in travel, ecommerce, logistics industries or tech startups is a plus

  • Experience in negotiating vendor outsourcing contractual / commercial terms and conditions is a plus

  • Track record of delivering success in cross departmental initiatives

  • Excellent interpersonal communication skills

  • Fluent in spoken and written English. Fluency in Chinese is a plus

  • Eager to work with a multilingual team and fast-paced environment

  • A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that’s not afraid to work independently when required

  • Globally-minded and comfortable working with people from different cultural background and in different time zones

  • Bachelor's degree or above

What you’ll get?

  • An environment that values honesty, transparency and respect with awesome co-workers across Asia

  • The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future

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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