Please apply via: https://kkday.bamboohr.com/careers/355?source=aWQ9MjI%3D
[ Job Responsibilities ]
You will play a key role in sustaining our relationships with Partners while ensuring Partners' product quality on KKday.
You have excellent professional customer service, communication, and project management skills.
Success in this position requires a strong background in Tourism, results-oriented management with excellent follow-through and attention to detail; strong and persuasive communication skills; solid technology skills; and a flexible, entrepreneurial orientation.
The ideal candidate must thrive in a challenging and fast-paced environment where prioritizing and multi-tasking are the norms.
[ Account Management ]
- Ensure their products (content, rates, and availability) is consistently optimized and competitive to maximize customer conversion.
- Review products weekly and request BD to deal with suppliers.
- Manage the backend connection between KKday’s system and suppliers’ systems, and provide support in troubleshooting and issue resolution when errors arise
[ Destination ]
- Destination intelligence: Understand the industry and its developments - good knowledge of market trends, customer booking trends, partners’ rate structure, and pros and cons of competitors’ models.
- Identify, prioritize on-trend products to push sales.
[ Internal Stakeholders ]
- Collaborate with BD team to acquire products according to the assigned area.
- Work with Marketing Team to define marketing campaigns/promotions to maximize ROI (i.e Customer Acquisition, GMV, Profit Growth).
[ Others ]
- Report and analyze - follow the plan from line manager and/or top management, implement, and monitor KPI.
- Analyze and discuss trends, issues, and opportunities with the team.
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.