Associate, Customer Service

Klook Job Post

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!

Job Responsibilities

1、Responsible for answering online customer inquiries about overseas tickets and entertainment products and following up on after-sales issues, providing customers with high-quality and accurate ticket product services;

2、Responsible for querying and following up on order reservation information from various platforms, accurately sending reservation information to suppliers, urging and completing reservation confirmation;

3、Accept and proactively solve customer service for cancellations, modifications, complaints, etc.;

4、Have the awareness and ability to handle problems, follow up progress, communication, and difficult issues service, familiar with various OTA channel operation compensation rules, improve customer satisfaction; when encountering problems that cannot be solved, follow the procedure to feedback relevant personnel, and track progress until resolved;

5、Good at thinking from the customer's perspective, having a service consciousness, taking customer satisfaction as the standard for problem handling, properly and according to requirements follow up/handle customer doubts/complaints;

6、Complete company/team required performance indicators on time;

Job Requirements

1、College degree or above, proficient in English listening, speaking, reading, and writing, preferably with experience in the travel industry;

2、Love the service industry and operational work, outgoing personality, good at expression, fast typing speed, proactive, responsible, able to withstand certain work pressure;

3、Able to use WORD, EXCEL, etc. office software proficiently, familiar with the use of office equipment;

4、Have a good professional concept and team cooperation spirit, high service consciousness, cheerful personality, and strong communication and coordination ability.

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.