Specialist, Customer Experience (Mandarin)

About Klook We are a leading pan-regional experiences platform in Asia Pacific, purpose built to digitalize experiences and make them accessible to every traveler.

Our mission is to build the digital infrastructure for the global experience economy — empowering merchants to share their passions and travelers to discover the heartbeat of each destination.

We operate a mobile-first, curated platform featuring diverse experiences across global destinations.

Do you share our belief in the wonders of travel? Global citizens ourselves, Klookers are not only curating memorable experiences for others but 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

• Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails
• Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures
• Maintains a positive, empathetic and professional attitude towards customer
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
• Liaises with external vendors and service operators to fulfill booking changes
• Keeps updated with company procedures and processes
• Shares customer feedback with relevant departments for further improvements

**What You'll Need:**

• Fresh graduates are encouraged to apply
• Proficient in Mandarin and basic English (both verbal and written).
• Previous experience in customer service is an added advantage
• Able to work shifts (including weekends, public holidays, overnight)
• Possess a problem-solving mindset to proactively find solutions for customer needs
• Strong written and verbal communication skills to communicate clearly and effectively with our customers
• Good team player to work collaboratively in a team environment
• Keen attention to detail in completing tasks accurately and thoroughly

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.