What you’ll do

• Lead Klook’s multilingual customer contact center operations in the country
• Work with customer experience management team to strategize 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 travel categories such as attractions, transportation, and tours.
• Build and improve mechanisms such as service level standards, compensation policies, quality assurance and metrics measuring customer satisfaction and manpower efficiency
• Lead strategic projects such as IT infrastructure setup and outsourcing

What you’ll need

• Understanding of Data Warehousing principles, concepts, and architecture
  
• At least 5 years of experience in consumer-facing contact center operations
• Experience of managing a large, multicultural operations team
• Track record of managing a complex and large portfolio of products
• Track record of delivering success in cross departmental initiatives
• Bachelor's degree or above
• Flexibility, adaptability and the ability to learn quickly
  
• Excellent interpersonal communication skills
  
• Bilingual fluency in English and Chinese (Traditional ) highly preferred
  
• Eager to work in small team and fast-paced environment
  
• A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that’s not afraid to work independently when required
  
• Globally-minded and comfortable working with people from different cultural background and in different time zones

What you’ll get

• An environment that values honesty, transparency and respect with awesome co-workers across Asia
• The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future

上班地址：福田天安科技创业园A座1002（车公庙F出口）