الصفحة الرئيسية ماليزيا Manager, Global Customer Experience
الصفحة الرئيسية ماليزيا Manager, Global Customer Experience
Manager, Global Customer Experience
دوام كامل
في KLOOK Travel
في
Malaysia
نُشرت يوم May 8, 2024
تفاصيل الوظيفة
Manager, Global Customer Experience page is loaded
Manager, Global Customer Experience
Apply locations Taipei Kuala Lumpur (CEG) time type Full time posted on Posted 30+ Days Ago job requisition id R-3570 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 2,300 destinations around the world. Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ 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 core beliefs - P ush boundaries, A sk For and Give Feedback, T ake Ownership, and H elp Each Other. 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? What you will do- Lead the team and actively monitor and benchmark customer experience market practices across industries to implement Klook’s customer experience standards reflecting customer needs, market needs, and internal priorities.
- Engage various internal and external stakeholders to manage and optimize cross-functional processes
- Support the planning, design and execution of multiple initiatives to improve the cross team’s operation efficiency.
- Data Analysis: build metrics and implement mechanisms to monitor and analyze customer experience related performance, such as CSAT, FCR and contact reasons analysis
- Consistently and proactively gauge customer’s sentiments in ensuring CSAT are kept in check, whilst Klook grows and scales its business globally
- Own the customer experience journey and customer experience strategy with and across all verticals and market business teams
- Be the ‘customer advocate’ within Klook and ensure customers’ feedback and sentiments are channeled to the respective teams for improvements.
- Solicit buy-in and work towards delivery and implementation of CEG projects and initiatives that are aligned with the voice of customers in ensuring ‘roadblocks’ / issues are proactively addressed and highlighted / escalated for stakeholders’ visibility when intervention is needed.
- Bachelor’s degree or above
- Strong customer experience mindset, as well as analytical, written and verbal communications skills.
- Deep understanding of how to align and operationalise business outcomes with customer experience.
- Track record in delivering customer experience success in cross functional initiatives
- Strong analytical skills and an ability to work with and make sense of numbers and data.
- Eager to work in a fast-paced and dynamic environment
- Globally-minded and comfortable working with people from different cultural background and in different time zones
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locations Taipei time type Full time posted on Posted 5 Days Ago Klook was founded in 2014 out of a passion for discovery. Since then, we have become a go-to app for booking travel and leisure experiences in APAC, raised over US$720 million in funding and connected millions of users to experiences that bring joy. But we’re not done yet. We are explorers at heart, always innovating to empower people around the world to discover, book, and experience the best things to do. Together, we’re building a truly global workplace where talented people push boundaries every day and help each other achieve a shared vision. Most importantly, you decide what growth and success look like in your role. The opportunities are yours for the taking if you’re brave enough to make the first move and step outside your comfort zone. Sounds like a place you’d thrive in? Get in touch! #J-18808-LjbffrApply safely
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'Profile' => array([maximum depth reached]) ) ), 'job' => array( 'Job' => array( 'id' => '43519586', 'contact_id' => '3773199', 'recruiter_id' => '74726', 'job_function_id' => null, 'title' => 'Manager, Global Customer Experience', 'vacancies' => null, 'job_type_id' => null, 'description' => null, 'pay_status' => 'Free', 'external_job_description' => '<p> Manager, Global Customer Experience page is loaded <h3> Manager, Global Customer Experience </h3> Apply locations Taipei Kuala Lumpur (CEG) time type Full time posted on Posted 30+ Days Ago job requisition id R-3570 <p><b> About Klook </b></p><p> 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. </p><p> 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 2,300 destinations around the world. </p><p> Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ 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. </p><p> We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - <b> P </b> ush boundaries, <b> A </b> sk For and Give Feedback, <b> T </b> ake Ownership, and <b> H </b> elp Each Other. </p><p> 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?</p><p><b> What you will do </b></p><ul><li><p> Lead the team and actively monitor and benchmark customer experience market practices across industries to implement Klook’s customer experience standards reflecting customer needs, market needs, and internal priorities. </p></li><li><p> Engage various internal and external stakeholders to manage and optimize cross-functional processes </p></li><li><p> Support the planning, design and execution of multiple initiatives to improve the cross team’s operation efficiency. </p></li><li><p> Data Analysis: build metrics and implement mechanisms to monitor and analyze customer experience related performance, such as CSAT, FCR and contact reasons analysis </p></li><li><p> Consistently and proactively gauge customer’s sentiments in ensuring CSAT are kept in check, whilst Klook grows and scales its business globally </p></li><li><p> Own the customer experience journey and customer experience strategy with and across all verticals and market business teams </p></li><li><p> Be the ‘customer advocate’ within Klook and ensure customers’ feedback and sentiments are channeled to the respective teams for improvements. </p></li><li><p> Solicit buy-in and work towards delivery and implementation of CEG projects and initiatives that are aligned with the voice of customers in ensuring ‘roadblocks’ / issues are proactively addressed and highlighted / escalated for stakeholders’ visibility when intervention is needed. </p></li></ul><p><b> What you will need </b></p><ul><li><p> Bachelor’s degree or above </p></li><li><p> Strong customer experience mindset, as well as analytical, written and verbal communications skills. </p></li><li><p> Deep understanding of how to align and operationalise business outcomes with customer experience. </p></li><li><p> Track record in delivering customer experience success in cross functional initiatives </p></li><li><p> Strong analytical skills and an ability to work with and make sense of numbers and data. </p></li><li><p> Eager to work in a fast-paced and dynamic environment </p></li><li><p> Globally-minded and comfortable working with people from different cultural background and in different time zones </p></li></ul><p><i> 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. </i></p><p><i> 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. </i></p><p><i> 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. </i> </p> <h3> Similar Jobs (5) </h3> <h3> Specialist, Customer Experience (Japanese Speaker)</h3> locations Taipei time type Full time posted on Posted 5 Days Ago <h3> Specialist, Customer Experience (English Speaker)</h3> locations Kuala Lumpur (CEG) time type Full time posted on Posted 5 Days Ago <h3> Specialist, Customer Experience (Mandarin)</h3> locations Taipei time type Full time posted on Posted 5 Days Ago <p> Klook was founded in 2014 out of a passion for discovery. Since then, we have become a go-to app for booking travel and leisure experiences in APAC, raised over US$720 million in funding and connected millions of users to experiences that bring joy. But we’re not done yet. We are explorers at heart, always innovating to empower people around the world to discover, book, and experience the best things to do. <p></p> Together, we’re building a truly global workplace where talented people push boundaries every day and help each other achieve a shared vision. Most importantly, you decide what growth and success look like in your role. The opportunities are yours for the taking if you’re brave enough to make the first move and step outside your comfort zone. Sounds like a place you’d thrive in? 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Our international community of over 1,500 employees, based in 20+ 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. </p><p> We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - <b> P </b> ush boundaries, <b> A </b> sk For and Give Feedback, <b> T </b> ake Ownership, and <b> H </b> elp Each Other. </p><p> 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?</p><p><b> What you will do </b></p><ul><li><p> Lead the team and actively monitor and benchmark customer experience market practices across industries to implement Klook’s customer experience standards reflecting customer needs, market needs, and internal priorities. </p></li><li><p> Engage various internal and external stakeholders to manage and optimize cross-functional processes </p></li><li><p> Support the planning, design and execution of multiple initiatives to improve the cross team’s operation efficiency. </p></li><li><p> Data Analysis: build metrics and implement mechanisms to monitor and analyze customer experience related performance, such as CSAT, FCR and contact reasons analysis </p></li><li><p> Consistently and proactively gauge customer’s sentiments in ensuring CSAT are kept in check, whilst Klook grows and scales its business globally </p></li><li><p> Own the customer experience journey and customer experience strategy with and across all verticals and market business teams </p></li><li><p> Be the ‘customer advocate’ within Klook and ensure customers’ feedback and sentiments are channeled to the respective teams for improvements. </p></li><li><p> Solicit buy-in and work towards delivery and implementation of CEG projects and initiatives that are aligned with the voice of customers in ensuring ‘roadblocks’ / issues are proactively addressed and highlighted / escalated for stakeholders’ visibility when intervention is needed. </p></li></ul><p><b> What you will need </b></p><ul><li><p> Bachelor’s degree or above </p></li><li><p> Strong customer experience mindset, as well as analytical, written and verbal communications skills. </p></li><li><p> Deep understanding of how to align and operationalise business outcomes with customer experience. </p></li><li><p> Track record in delivering customer experience success in cross functional initiatives </p></li><li><p> Strong analytical skills and an ability to work with and make sense of numbers and data. </p></li><li><p> Eager to work in a fast-paced and dynamic environment </p></li><li><p> Globally-minded and comfortable working with people from different cultural background and in different time zones </p></li></ul><p><i> 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. </i></p><p><i> 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. </i></p><p><i> 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. </i> </p> <h3> Similar Jobs (5) </h3> <h3> Specialist, Customer Experience (Japanese Speaker)</h3> locations Taipei time type Full time posted on Posted 5 Days Ago <h3> Specialist, Customer Experience (English Speaker)</h3> locations Kuala Lumpur (CEG) time type Full time posted on Posted 5 Days Ago <h3> Specialist, Customer Experience (Mandarin)</h3> locations Taipei time type Full time posted on Posted 5 Days Ago <p> Klook was founded in 2014 out of a passion for discovery. Since then, we have become a go-to app for booking travel and leisure experiences in APAC, raised over US$720 million in funding and connected millions of users to experiences that bring joy. But we’re not done yet. We are explorers at heart, always innovating to empower people around the world to discover, book, and experience the best things to do. <p></p> Together, we’re building a truly global workplace where talented people push boundaries every day and help each other achieve a shared vision. Most importantly, you decide what growth and success look like in your role. The opportunities are yours for the taking if you’re brave enough to make the first move and step outside your comfort zone. Sounds like a place you’d thrive in? 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الشركة المعلنة عن الوظيفة
KLOOK Travel
Klook is Asia's largest in-destination services booking platform that gives travelers a simple and trusted way to conveniently book and enjoy over 35,000 popular attractions, local experiences, and services around the world. Klook's network of over 4,000 direct partners includes world-famous attractions such as Disneyland, Universal Studios, to locally recognized operators such as Hong Kong's Ngong Ping 360, Bangkok Blue Elephant Cooking School, and more. Klook's quality services have garnered over 2 million verified user reviews.
Founded in 2014, Klook has been recognized by globally-renowned media and awards including Forbes, Deloitte Fast Technology, Wall Street Journal, CNBC, and many others. Klook's mobile app has also been awarded Best of the Year by both Apple App Store and Google Play and has been featured over 100 times as the go-to app for trip planning. With a team of over 500 across 15 offices, Klook's services are available in 8 languages, supporting over 30 currencies. Klook has raised close to US$100 million investment from world-renowned investors including Sequoia Capital, Matrix Partners, and Goldman Sachs.
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خذ دورة عبر الإنترنت على أعمال تجارية عامة ابتداءً من الآن.
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