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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, the World is #YoursToExplore - literally. The opportunities are yours for the taking, if you’re brave enough to embark on this journey with us. Our team of diverse Klookers are passionate about travel, collaborating tirelessly across time zones to bring people together through the best experiences. Collectively, we are fearless in our pursuit of success - learning fast and adapting faster to build the future of travel. Up for the challenge? Join us today!

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 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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