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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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'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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The goal is to identify those candidates who understand the nuances of international trade and to develop knowledge, skills and competencies in the field of Export/Import and learn about the different aspects of International trade.<br /> <br /> <strong>Who will benefit from taking this certification?</strong><br /> This certification is designed for those who plan a professional career as an Export/Import Professional. It seeks to benefit students, those expanding business in international market, starting a business or simply those looking to work in international trade company.<br /> <br /> <strong>Table of Contents</strong><br /> <br /> <strong>International Trade</strong> <ul> <li>Regulations of International Trade</li> <li>Risks in International Trade</li> <li>Top Trading Nations</li> <li>Top traded commodities (Exports)</li> </ul> <strong>International Trade – WTO</strong> <ul> <li>GATT rounds of negotiations</li> <li>Functions of WTO</li> <li>Principles of the trading system</li> </ul> <strong>Export and Import</strong> <ul> <li>Export</li> <li>Advantages of Exporting</li> <li>Disadvantages of Exporting</li> <li>Ways of exporting</li> <li>Making the export decision</li> <li>Import</li> </ul> <strong>Starting Exports – Important steps</strong> <ul> <li>Basic Requirements</li> <li>IEC Number</li> <li>Export License</li> <li>Export Samples</li> <li>Export Pricing</li> <li>Steps for successful 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As the world has becomes more and more technologically advanced, geographical boundaries don’t matter any more. With emerging trends in the world economic scenario, International trade becomes more and more rewarding, both in terms of profit and personal satisfaction. Vskills Certified Import Export Professional would have knowledge on import export regulations and could be employed as Export Coordinator, Merchandiser, Procurement manager, Product Manager etc.<br /> <br /> <strong>Why should one take this certificate?</strong><br /> This certification is designed to acquaint and thereby provide a firm foundation of International Trade. The goal is to identify those candidates who understand the nuances of international trade and to develop knowledge, skills and competencies in the field of Export/Import and learn about the different aspects of International trade.<br /> <br /> <strong>Who will benefit from taking this certification?</strong><br /> This certification is designed for those who plan a professional career as an Export/Import Professional. It seeks to benefit students, those expanding business in international market, starting a business or simply those looking to work in international trade company.<br /> <br /> <strong>Table of Contents</strong><br /> <br /> <strong>International Trade</strong> <ul> <li>Regulations of International Trade</li> <li>Risks in International Trade</li> <li>Top Trading Nations</li> <li>Top traded commodities (Exports)</li> </ul> <strong>International Trade – WTO</strong> <ul> <li>GATT rounds of negotiations</li> <li>Functions of WTO</li> <li>Principles of the trading system</li> </ul> <strong>Export and Import</strong> <ul> <li>Export</li> <li>Advantages of Exporting</li> <li>Disadvantages of Exporting</li> <li>Ways of exporting</li> <li>Making the export decision</li> <li>Import</li> </ul> <strong>Starting Exports – Important steps</strong> <ul> <li>Basic Requirements</li> <li>IEC Number</li> <li>Export License</li> <li>Export Samples</li> <li>Export Pricing</li> <li>Steps for successful exporting</li> </ul> <strong>Role of Government Agencies</strong> <ul> <li>Director General of Foreign Trade</li> <li>Export Promotion Councils</li> <li>Board of Trade</li> <li>Commodity Boards</li> <li>Institutes for export promotion</li> <li>India Trade Promotion Organization (ITPO)</li> <li>National Centre for Trade Information (NCTI)</li> <li>Export Inspection Council (EIC)</li> <li>Export Credit Guarantee Corporation</li> <li>Directorate General of Commercial Intelligence and Statistics (DGCI&S)</li> <li>Indian Trade Promotion Council (ITPO)</li> <li>Federation of Indian Exporters’ Organization (FIEO)</li> <li>Export Import Bank (EXIM)</li> <li>Export Inspection Council</li> <li>Customs and Central Excise Department</li> <li>Marine Products Export Development Authority</li> <li>Agricultural and Processed Food Products Export Development Authority</li> <li>Indian Council of Arbitration</li> <li>Federation of Indian Export Organisations</li> <li>Department of Commercial Intelligence and Statistics</li> <li>Directorate General of Shipping</li> <li>Freight Investigation Bureau</li> <li>State Trading Corporation of India Limited (STC)</li> <li>Major State trading organizations in India</li> </ul> <strong>Export Documentation</strong> <ul> <li>Pre-shipment Documents</li> <li>Post Shipment Documents</li> <li>Export Documents</li> </ul> <strong>Payment Terms</strong> <ul> <li>Payment in Advance</li> <li>Letter of Credit</li> <li>Documentary Collections</li> <li>Open Account</li> </ul> <strong>INCOTERMS</strong> <ul> <li>Classification</li> <li>Multi modal transport Rules</li> <li>Sea and Inland Waterway Transport Rules</li> <li>Trade Rules</li> </ul> <strong>Methods of Financing Exporters</strong> <ul> <li>Pre Shipment Finance</li> <li>Post Shipment Advance</li> </ul> <strong>Export Assistance</strong> <ul> <li>Importance of Export Assistance</li> <li>Export Promotion Measures in India</li> <li>Eligibility for Export/Trading/Star Trading/Super Star Trading Houses</li> <li>Rendering exports price competitive</li> <li>Strengthening Export Marketing Effort</li> <li>Special Economic Zones</li> <li>Export Processing Zone /Export Oriented Units</li> </ul> <strong>Processing of an export order</strong> <ul> <li>Nature and Format of Export Order</li> <li>Examination and Confirmation of Export Order</li> <li>Central Excise Clearance</li> <li>Pre-shipment Inspection</li> <li>Appointment of Clearing and Forwarding Agents</li> <li>Transportation of Goods to Port of Shipment</li> <li>Port Formalities and Customs Clearance</li> <li>Certificate of Origin and Shipment Advice</li> <li>Presentation of Documents to Bank</li> <li>Claiming Export Incentives</li> </ul> <strong>Product Development for Exports</strong> <ul> <li>Product Development</li> <li>Planning for product development</li> <li>Sourcing new ideas</li> <li>The Product Development Process</li> <li>Market Research</li> <li>Successful Product Planning</li> <li>Packing and packaging</li> </ul> <strong>Export Marketing</strong> <ul> <li>Export Readiness</li> <li>Identifying the right markets</li> <li>Market Entry for Exports</li> <li>Assessing Export Competitiveness</li> </ul> <strong>Imports</strong> <ul> <li>Why Import</li> <li>Global Sourcing</li> <li>Import Requirements and Documentation</li> <li>Procedure to Import</li> <li>Import Duties</li> <li>Payment Methods</li> <li>Import Financing</li> <li>FEMA Guidelines relating to Imports</li> <li>Export Promotion Capital Goods Scheme - EPCG</li> </ul> <strong>Forex and Risk Management</strong> <ul> <li>What is Foreign Exchange?</li> <li>Foreign Exchange as a Financial Market</li> <li>Foreign Exchange is an OTC Market (Over The Counter)</li> <li>Rates of Exchange</li> <li>Primary and Counter Currency</li> <li>Market Maker and Market Taker</li> <li>Bid/Offer Rate</li> <li>Middle Rate</li> <li>Cross Rates</li> <li>Factors affecting exchange rate fluctuations</li> <li>Major Currencies</li> <li>Effect of fluctuations in exchange rates: exposure and foreign exchange risk</li> <li>Risks of foreign exchange to exporters and importers</li> <li>Managing risk</li> </ul> <strong>Electronic Data Interchange</strong> <ul> <li>Advantages</li> <li>ASYCUDA</li> <li>EDI link ups</li> <li>Indian Customs EDI System (ICES)</li> </ul> <strong>National Foreign Trade Policy</strong> <ul> <li>Foreign Trade Policy</li> <li>Foreign Trade Policy</li> </ul> <strong>Containerization and Transportation</strong> <ul> <li>Modes of Transport</li> <li>Containerization</li> </ul> <strong>Managing Quality in Exports</strong> <ul> <li>Services Quality</li> <li>ISO 9000 Sstandards</li> <li>List of Certification Bodies in India</li> </ul> <strong>Glossary (Acronyms)</strong><br /> <br /> <strong>Answers Key</strong>', 'outline' => null, 'who_should_take_this_course' => null, 'career_path' => 'Export Import Professional,Foreign Trade Professional,International Trade', 'eligibility' => null, 'school' => 'Vskills', 'keywords' => 'export import certificate,export import certificate course,foreign trade certificate', 'location' => 'Online', 'duration' => '1 To 2 Months', 'timing' => 'Flexible', 'cost' => null, 'discount' => '50% off through Laimoon!', 'eligibility_criteria' => null, 'job_matching_keywords' => null, 'boosted' => '0', 'lang_code' => 'pt', 'status' => 'active', 'auto_translated' => '1', 'objectives' => null, 'photo' => null, 'photo_cta' => null, 'video' => null ), 'Profile' => array() ) ) $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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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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Fundraising and Crowdfunding Management International Open AcademyAED 76
AED 241Duração: 30 Hours -
AED 155
AED 360Duração: 1 To 2 Months
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