[What You Will Do]
- Collaborate with BD teams on various customer journey-related requests specific to car rental services.
- Follow up and resolve any service disruption cases that may affect customer experience, ensuring minimal impact.
- Consistently and proactively gauge customer sentiments to ensure CSAT and resolution rate is maintained, supporting Klook's global growth and scale.
- Ensure market outcomes align with customer experience expectations, actively addressing and resolving issues impacting customer satisfaction.
- Engage with customers to encapsulate their feedback into operational strategies, ensuring the delivery of a best-in-class customer experience.
- Collaborate with vertical and business teams to address market-specific issues impacting customer experience. Deploy immediate tactical plans to close the loop and implement mitigation strategies to prevent recurrence.
[What You Will Need]
- Must have a strong background in the car rental service industry, with a deep understanding of the specific challenges and customer expectations in this sector.
- Possess a problem-solving mindset to proactively find solutions for customer needs.
- Fluency in both English and Chinese, with excellent written and verbal communication skills in both languages.
- Strong written and verbal communication skills to communicate clearly and effectively with different stakeholders.
- Good team player to work collaboratively in a team environment.
- Keen attention to detail in completing tasks accurately and thoroughly.
- Track record of successfully driving cross-team initiatives for customer satisfaction.
- Bachelor’s degree or above