Contractor, Booking Fulfilment (3 months' contract)

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
 

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,700 destinations around the world.
 

Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
 

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values:
 

• Customer First

• Push Boundaries

• Critical Thinking

• Build for Scale

• Less is More

• Win as One

We never settle, and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Join us!

What you’ll do?

職務內容

• Handles and resolves manual bookings, booking-related queries and cases based on company's policies and procedures 根據公司政策與流程，處理並解決訂單及相關問題與案件
• Identifies and escalates difficult and complex issues to senior team members 辨識並將困難或複雜的問題上報資深團隊成員
• Maintains a positive, empathetic and professional attitude towards customers and merchants 以積極、同理且專業的態度應對顧客與商家
• Liaises with internal departments and external merchants to fulfill booking amendments and refunds 與內部部門及外部商家合作，完成訂單修改與退款事宜
• Enters, updates and maintains accurate information of all interactions, transactions, comments and complaints in the company's system 在公司系統中輸入、更新並維護所有互動、交易、備註與客訴的準確資訊
• Keeps updated with company procedures and processes 持續更新並熟悉公司的作業流程與規範

What you’ll need?

任職資格與技能要求

• Open for applications for students on semester break or fresh graduate to apply 歡迎應屆畢業生應徵
• Proficient in either Chinese Mandarin or English (both verbal and written), with strong communication skills to engage clearly and effectively with internal and external stakeholders. 具備良好的中文或英文書面及口頭溝通能力，能與內部及外部利害關係人清晰有效地交流
• Good team player to work collaboratively in a team environment 具備良好的團隊合作精神，能在團隊環境中協作完成任務
• Keen attention to detail in completing tasks accurately and thoroughly 對細節有高度敏感度，能準確且徹底地完成工作
• Previous experience in customer service is an added advantage 有客戶服務經驗者優先

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.