Associate Manager/Manager, Information Technology (Call Center Technology & Systems)

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!

This role is to provide engineering and operations support for Klook Customer Experience Group (CEG), managing and overseeing CEG’s systems.

What you’ll do:

• Support operation teams in the Customer Experience Group by carrying out systems support, configuration, troubleshooting, and new feature rollout

• Evaluate and identify opportunities and new system technologies to drive customer experience improvements, solutioning, implementation, and integration of the proposed customer experience solutions

• Identify and collaborate with relevant teams for process and systems improvements

• Monitor the performance and availability of systems to ensure operations continuity 

• Track and manage the usage of systems licenses to ensure compliance 

• Analyze current configurations and recommend upgrades and changes to the system, as the business needs to change.

• Participate in vendor management activities associated with the ongoing maintenance, support, and enhancement of related services.

What you'll need:

• Preferably Degree qualification and above

• Minimum 5 years of working experience in the service-related industry, support/call center or equivalent

• Knowledge and experience in contact center operations and technologies

• Proficient in both Chinese Mandarin and English (both verbal and written)

• Eager to work in a small team and fast-paced environments

• 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 backgrounds and in different time zones

• Proficient in Microsoft Office and Google Suite applications

• Proficient or exposure in systems such as Zendesk, Genesys, Avoxi

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.