Contractor, Booking Fulfilment (4 months' contract)

Klook Travel Technology Limited; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

Klook Travel Technology Limited is seeking a customer service representative proficient in both Mandarin and English to resolve booking-related queries and provide excellent customer service. The role is suitable for students on a semester break or fresh graduates, offering an opportunity to develop skills in a vibrant travel tech environment.

Qualifications

• Proficient in both Chinese Mandarin and English.
• Customer service experience is an advantage.
• Ability to communicate clearly with stakeholders.

Responsibilities

• Handles and resolves manual bookings and booking-related queries.
• Identifies and escalates complex issues to senior team members.
• Maintains accurate information of all interactions in the company's system.

Skills

Problem-solving

Verbal communication

Written communication

Team collaboration

Attention to detail

Education

Student or fresh graduate

Job description

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 2,700 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ 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 6 core values:

• Customer First

• Push Boundaries

• Critical Thinking

• Build for Scale

• Less is More

• Win as One

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? Join us!

What you’ll do?

Handles and resolves manual bookings, booking-related queries and cases based on company's policies and procedures 根据公司的政策和程序处理和解决手动预订、预订相关的查询和案例

Identifies and escalates difficult and complex issues to senior team members 识别困难和复杂的问题并将其上报给高级团队成员

Maintains a positive, empathetic and professional attitude towards customers and merchants 对客户和商户保持积极、同理心和专业的态度

Liaises with internal departments and external merchants to fulfill booking amendments and refunds 与内部部门和外部商家联络以完成预订修改和退款

Enters, updates and maintains accurate information of all interactions, transactions, comments and complaints in the company's system 输入、更新和维护公司系统中所有互动、交易、评论和投诉的准确信息

Keeps updated with company procedures and processes 協助更新公司程序和流程

What you’ll need?

Open for applications for students on semester break or fresh graduate to apply. 开放学期休息的学生或应届毕业生申请。

The role required you to work from our office. 该职位要求您在我们的办公室工作。

Proficient in both Chinese Mandarin and English (both verbal and written) as you will be handling merchants from China 精通中文和英语（口头和书面），因为您将与来自中国的商家溝通

Previous experience in customer service is an added advantage 有客户服务经验者优先

Possess a problem-solving mindset to proactively find solutions for booking-related issues 具备解决问题的心态，主动寻找预订相关问题的解决方案

Written and verbal communication skills to communicate clearly and effectively with internal and external stakeholders 书面和口头沟通技巧，与内部和外部利益相关者进行清晰有效的沟通

Good team player to work collaboratively in a team environment 良好的团队合作精神，能够在团队环境中协同工作

Keen attention to detail in completing tasks accurately and thoroughly 注重细节，准确、彻底地完成任务

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.

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.

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.