Specialist, Service Recovery & Insights

服務修復及用戶體驗優化團隊 主要職責 - 主動跟進來自各管道被升級的客戶需求，並在指定時間內依據Klook所提供的準則及規範，積極地與客戶達成共識。 - 有效地與內部團隊、跨部門團隊溝通，達到徹查案件並提供內部優化方向。 - 調查未能被解決的案件，提供相應的服務修復以確保成功留住客戶。 - 善用邏輯能力判斷案件類型並及時將重大敏感案件反應至內部。 - 以現有資源及規範為基礎，制定各項可行的解決方案以利與客戶協商，並從中找到雙方皆可接受的平衡點來解決客戶問題。 - 透過案件中的蛛絲馬跡，例如重複發生的錯誤，覺察服務或產品當中的痛點，進一步向內部提供可行建議。 - 規劃分析報告，減少潛在的服務或產品問題來提升服務品質及效率。. - 持續更新對於Klook商品的知識、服務模式、購買及使用方式。 - 作為Klook與當地政府部門的聯繫窗口，維持良好的互動並專業地解決消費爭議案件。 - 遵循內部指示參與各項專案或額外任務。 你所需具備的特質 - 至少約兩年與客戶服務有關聯的工作經驗。 - 精通英文及中文，或招募時所指定的語言。透過口述或文字與客戶溝通時須非常重視用字及細節。 - 能夠依據內部政策制定解決方案，理性地掌握自身情緒完成對內及對外溝通。 - 具備優秀的分析能力，能有效率的解決問題。 - 曾有處理過重大客戶案件或消費爭議案件的經驗更佳。 - 必須具備優秀的時間管理以及溝通能力。 - 以下為需要的個人特質：積極主動、高效率、能夠適應快節奏的工作環境、學習能力快速、致力於提供高品質的工作成果，最重要的是具備職業道德、高度責任心，不濫用權能、對於工作內容絕對保密。 - 擅長於各種軟體上作業，例如Lark、call center、email、google應用程式...等等包含但不限於上述線上軟體中學習並完成任務。 - 具備國際視野，可以與不同文化背景或不同時區的人士溝通合作。 - 樂於在小團隊中一起工作，共享團隊榮耀並發揮互助合作的團隊精神。 Key Responsibilities - Expertly manage and resolve escalated customer cases received from various internal channels within defined timelines and in accordance with Klook's guidelines. - Collaborate effectively with Team Leaders/Managers, Customer Experience teams, and cross-functional teams to thoroughly investigate and resolve complex customer issues. - Examine unresolved cases and implement service recovery strategies to ensure successful customer retention. - Demonstrate strong logic-based decision-making skills to effectively triage and escalate borderline cases according to established protocols. - Proactively identify, develop, and recommend creative and innovative solutions to address customer escalations, adapting strategies based on specific circumstances. - Analyze data to identify recurring patterns, common pain points, and underlying root causes, providing actionable recommendations for preventative measures and service enhancements. - Formulate data-driven recommendations to proactively mitigate potential service failures and optimize overall operational efficiency. - Continuously identify and implement improvements to existing work processes to enhance efficiency and effectiveness. - Maintain a comprehensive and current understanding of Klook's internal products, services, and etc. - Serve as a liaison between Klook and local authorities, fostering positive relationships and engagement to achieve professional resolution of reported complaints. - Undertake additional duties and participate in projects as directed by TL/Manager. What you'll need? - Minimum 2 years of customer service experience. - Excellent command of the English and Mandarin language and the language for the position applied; and extremely detail-oriented when responding and resolving customers' issues. - A rational decision-maker and process-oriented individual who understands that customers can make or break a business. - Analytical thinking and high problem solving skills. - Experience in complaints handling (complex, council cases) is an advantage. - Must have outstanding organizational, time management and communication skills. - Proactive, efficient, quick to learn and has a strong work ethic, attention to detail and a focus on delivering highly accurate work - Comfortable in learning and working through a task in various technology-based systems via electronic means such as Lark, call center solution, email, chat, and online project management applications. - Eager to work in a small team and fast-paced environment - Globally minded and comfortable working with people from a different cultural background and in different time zones.