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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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=> 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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The online multi-business master plan course covers all the essential skills and knowledge needed to become specialised in this sector. You will learn real life knowledge and expertise from the industry experts and practitioners from this the online multi-business master plan course.<br> <br> <strong>The online multi-business master plan</strong> Course starts with the basic knowledge of the online multi-business master plan and gradually shares expertise knowledge. In this course you will get a complete idea of the online multi-business master plan with key concepts, strategies regarding use of it and in-depth knowledge. The online multi-business master plan course is completely an online course. You can access this course from any part of the world with just a smart device and the internet.<br> <br> By the end of this course, you will get complete knowledge and marketable skills. The course also comes with an E-certificate, which will add extra value to your resume and help you stand out in the job market. In short, the online multi-business master plan Course is the perfect course to fast track your career. So what are you waiting for? 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The online multi-business master plan course covers all the essential skills and knowledge needed to become specialised in this sector. You will learn real life knowledge and expertise from the industry experts and practitioners from this the online multi-business master plan course.<br> <br> <strong>The online multi-business master plan</strong> Course starts with the basic knowledge of the online multi-business master plan and gradually shares expertise knowledge. In this course you will get a complete idea of the online multi-business master plan with key concepts, strategies regarding use of it and in-depth knowledge. The online multi-business master plan course is completely an online course. You can access this course from any part of the world with just a smart device and the internet.<br> <br> By the end of this course, you will get complete knowledge and marketable skills. The course also comes with an E-certificate, which will add extra value to your resume and help you stand out in the job market. In short, the online multi-business master plan Course is the perfect course to fast track your career. So what are you waiting for? 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Plus, Studyhub’s signature, <strong>Forever Access,</strong> is given as always, meaning these Level 2 Business Improvement Certification courses are yours for as long as you want them once you enrol in this course<br /> <br /> <strong>This Level 2 Business Improvement Certification Bundle consists of the following career-oriented courses:</strong> <ul> <li>Course 01: Business Management</li> <li>Course 02: Diploma in Lean Process and Six Sigma</li> <li>Course 03: Process Mapping</li> <li>Course 04: RCA: Root Cause Analysis</li> <li>Course 05: Quality Management and Strategic Training</li> <li>Course 06: 5S Lean Methodology</li> <li>Course 07: Good Manufacturing Practises (GMP)</li> <li>Course 08: Change Management</li> <li>Course 09: Strategic Business Management</li> <li>Course 10: Business Management and Finance</li> <li>Course 11: Financial Planning</li> <li>Course 12: Tax Strategy and Financial Planning for Beginners</li> <li>Course 13: Strategic Planning and Implementation</li> <li>Course 14: Enterprise Resource Planning (ERP)</li> <li>Course 15: Business Analysis Certification and Corporate Investigation Training</li> <li>Course 16: Product Management</li> <li>Course 17: Investment: Complete Investing Course</li> <li>Course 18: Fundraising</li> <li>Course 19: Crowdfunding Confidential: Easy Ways to Boost Fundraising</li> <li>Course 20: Branding Fundamentals for New Business</li> <li>Course 21: Ecommerce Management Certification, Branding and Marketing</li> <li>Course 22: Lean Production, Logistics and Supply Chain Management Training</li> <li>Course 23: Lean Organisation Management Principles, Processes, and Techniques</li> <li>Course 24: Customer Relationship Management (CRM)</li> <li>Course 25: Business Model Canvas for Business Plan</li> <li>Course 26: Leadership Skills Training</li> <li>Course 27: Operations and Time Management</li> <li>Course 28: Business Networking Skills</li> <li>Course 29: Cash Flow Management in Small Businesses: Key Considerations</li> <li>Course 30: Corporate Relationship Goals for Success</li> <li>Course 31: Public Speaking: Presentations like a Boss</li> <li>Course 32: Project Management</li> <li>Course 33: Risk Management</li> </ul> <strong>In this exclusive Level 2 Business Improvement Certification bundle, you really hit the jackpot. 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The Level 2 Business Improvement Certification bundle can help you improve your CV, wow potential employers, and differentiate yourself from the mass.<br /> <br /> This <strong>Level 2 Business Improvement Certification</strong> course provides complete 360-degree training on Level 2 Business Improvement Certification. You’ll get not one, not two, not three, but <strong>thirty-three</strong> Level 2 Business Improvement Certification courses included in this course. Plus, Studyhub’s signature, <strong>Forever Access,</strong> is given as always, meaning these Level 2 Business Improvement Certification courses are yours for as long as you want them once you enrol in this course<br /> <br /> <strong>This Level 2 Business Improvement Certification Bundle consists of the following career-oriented courses:</strong> <ul> <li>Course 01: Business Management</li> <li>Course 02: Diploma in Lean Process and Six Sigma</li> <li>Course 03: Process Mapping</li> <li>Course 04: RCA: Root Cause Analysis</li> <li>Course 05: Quality Management and Strategic Training</li> <li>Course 06: 5S Lean Methodology</li> <li>Course 07: Good Manufacturing Practises (GMP)</li> <li>Course 08: Change Management</li> <li>Course 09: Strategic Business Management</li> <li>Course 10: Business Management and Finance</li> <li>Course 11: Financial Planning</li> <li>Course 12: Tax Strategy and Financial Planning for Beginners</li> <li>Course 13: Strategic Planning and Implementation</li> <li>Course 14: Enterprise Resource Planning (ERP)</li> <li>Course 15: Business Analysis Certification and Corporate Investigation Training</li> <li>Course 16: Product Management</li> <li>Course 17: Investment: Complete Investing Course</li> <li>Course 18: Fundraising</li> <li>Course 19: Crowdfunding Confidential: Easy Ways to Boost Fundraising</li> <li>Course 20: Branding Fundamentals for New Business</li> <li>Course 21: Ecommerce Management Certification, Branding and Marketing</li> <li>Course 22: Lean Production, Logistics and Supply Chain Management Training</li> <li>Course 23: Lean Organisation Management Principles, Processes, and Techniques</li> <li>Course 24: Customer Relationship Management (CRM)</li> <li>Course 25: Business Model Canvas for Business Plan</li> <li>Course 26: Leadership Skills Training</li> <li>Course 27: Operations and Time Management</li> <li>Course 28: Business Networking Skills</li> <li>Course 29: Cash Flow Management in Small Businesses: Key Considerations</li> <li>Course 30: Corporate Relationship Goals for Success</li> <li>Course 31: Public Speaking: Presentations like a Boss</li> <li>Course 32: Project Management</li> <li>Course 33: Risk Management</li> </ul> <strong>In this exclusive Level 2 Business Improvement Certification bundle, you really hit the jackpot. Here’s what you get:</strong> <ul> <li>Step-by-step Level 2 Business Improvement Certification lessons</li> <li>One-on-one assistance from Level 2 Business Improvement Certification professionals if you need it</li> <li>Innovative exams to test your knowledge after the Level 2 Business Improvement Certification course</li> <li>24/7 customer support should you encounter any hiccups</li> <li>A top-class learning portal</li> <li>Unlimited lifetime access to all thirty-three Level 2 Business Improvement Certification courses</li> <li>The digital certificate, Transcript and student ID are all included in the price</li> <li>PDF certificate immediately after passing</li> <li>Original copies of your Level 2 Business Improvement Certification certificate and transcript on the next working day</li> <li>Easily learn the Level 2 Business Improvement Certification skills and knowledge you want from the comfort of your home</li> </ul> <strong>Description</strong><br /> <br /> The <strong>Level 2 Business Improvement Certification</strong> course has been prepared by focusing largely on Level 2 Business Improvement Certification career readiness. It has been designed by our Level 2 Business Improvement Certification specialists in such a manner that you will be likely to find yourself head and shoulders above the others. For better learning, one-on-one assistance will also be provided if it’s required by any learners.<br /> <br /> The <strong>Level 2 Business Improvement Certification</strong> Bundle is one of the most prestigious trainings offered at StudyHub and is highly valued by employers for good reason. This Level 2 Business Improvement Certification bundle course has been created with <strong>thirty-three</strong> premium courses to provide our learners with the best learning experience possible to increase their understanding of their chosen field.<br /> <br /> This <strong>Level 2 Business Improvement Certification</strong> Course, like every one of Study Hub's courses, is meticulously developed and well researched. Every one of the topics is divided into Level 2 Business Improvement Certification Elementary modules, allowing our students to grasp each lesson quickly.<br /> <br /> The <strong>Level 2 Business Improvement Certification</strong> course is self-paced and can be taken from the comfort of your home, office, or on the go! 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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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Hiring company
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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