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Associate Director / Director, Customer Experience Operations

Kuala Lumpur

R-950

Associate Director / Director, Customer Experience Operations

  • 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 face, at a touch of a button. We are a global team of diverse Klookers who aim high, stay curious and drive the change we want to see. Together, we work tirelessly to make the world a more joyful place. Up for the challenge? Join us today! ​

We are seeking Operations Director to head the operations of both centres in Malaysia and Taiwan. This role will be based in our office in Kuala Lumpur.

What You Will Do:

  • Lead Klook’s multilingual customer experience operations team across regional locations

  • Work with customer experience management team to strategise and align Klook’s customer service positioning and develop metrics and mechanism to continuously enhance service standards 

  • Develop and implement operational procedures and training programs in view of Klook’s fast-expanding product portfolio covering multiple continents and categories such as Experience, Mobility, Hotels, Travel Essentials, etc. 

  • Build and improve mechanisms such as service level standards, compensation policies, quality assurance and metrics measuring customer satisfaction and manpower efficiency 

  • Lead strategic projects and develop transformation programs to improve Operational Excellence

What You Will Need:

  •  At least 6 years of experience in consumer-facing contact center operations 

  • Experience in managing large, multicultural and regional operations team 

  • Track record in managing complex and broad portfolio of products 

  • Track record in delivering success in cross departmental and functional initiatives 

  • Strong analytical skills and an ability to work with work with numbers 

  • Excellent communication skills, fluent in spoken and written for English and Mandarin languages 

  • Bachelor's degree or above 

  • Eager to work in a fast-paced and dynamic environment 

  • Have a start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude 

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

 

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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