Customer Experience Champion

Klook; Malaysia; On-site; MYR 40,000 - 60,000; Full time

Job summary

Klook, a leading experiences platform in Asia Pacific, is seeking a Customer Support specialist. You will handle inquiries and complaints via call, chat, and email, ensuring timely, courteous service and adherence to policies. Multilingual abilities, especially English and Mandarin, are valued, with Cantonese a plus.

The role involves shift work, including weekends and holidays, and requires prior customer service exposure. Fresh graduates are encouraged to apply.

Qualifications

• Diploma qualification or above.
• Fresh graduates are encouraged to apply.
• Proficient in spoken and written English and Mandarin; Cantonese is an added advantage.
• Previous experience in customer service is an added advantage.
• Ability to handle business emailing.
• Rotational shift schedule, five days per week (including weekends, public holidays, overnight).
• Key Skills: Strong problem-solving abilities, clear and professional communication (both verbal and written in English), emotional intelligence, attention to detail, adaptability, and proficiency in CRM or support tools.

Responsibilities

• Respond to customer inquiries and resolve complaints through call, online chat, and email channels in a timely and courteous manner.
• Address all customer concerns in alignment with company policies, procedures, and service standards.
• Proactively identify and assess complex or sensitive issues, escalating them to senior team members or appropriate departments when necessary.
• Consistently demonstrate a positive, empathetic, and professional attitude to ensure a high-quality customer experience.
• Accurately document customer interactions, transactions, feedback, and complaints within internal systems to maintain clear and up-to-date records.
• Process customer requests and resolve issues by making appropriate reservation modifications, strictly adhering to company guidelines, policies, and terms of service.
• Collaborate effectively with external vendors and service partners to facilitate necessary reservation changes and service coordination.
• Remain current with internal procedures, product/service updates, and policy changes to provide accurate information and support.
• Communicate recurring feedback and service insights to relevant departments to contribute to continuous improvement.

Skills

Problem-solving

Communication

Emotional intelligence

Attention to detail

Adaptability

CRM tools

Education

Diploma or above

Tools

CRM software

Job description

Klook, a leading experiences platform in Asia Pacific, is seeking a Customer Support specialist. You will handle inquiries and complaints via call, chat, and email, ensuring timely, courteous service and adherence to policies. Multilingual abilities, especially English and Mandarin, are valued, with Cantonese a plus.

The role involves shift work, including weekends and holidays, and requires prior customer service exposure. Fresh graduates are encouraged to apply.