Customer Experience Team Leader

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:

• Leads a diversified team to ensure global support provided to our customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy

• Drives and motivates team performance by building rapport and developing team members to ensure growth

• Handles escalations including urgent, complex and sensitive cases from the team

• Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback

• Works closely with the Workforce Management team to determine anticipated work volume and optimise work distribution

• Communicates and coordinates with various departments to provide relevant feedback

• Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience

• Prepares and presents reports for management updates and data-driven decision making

• Contribute to the development of processes, procedures and guidelines to improve the quality of work

• Completes additional tasks and projects as assigned
   

What you'll need:

• Minimum 1 year of relevant professional experience as a Team Leader

• Sound knowledge of basic contact centre management principles

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

• Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.)

• Experience in project management is an added advantage

• Able to work shifts (including weekends, public holidays, overnight)

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.