Customer Experience Specialist (華語客服/Mandarin-speaking)

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

Job summary

A leading travel technology company in Kuala Lumpur is seeking a Customer Experience Specialist to manage customer inquiries and complaints across various channels. Candidates should be proficient in Mandarin, possess good English skills, and have at least one year of customer service experience. This position offers a dynamic working environment with the opportunity to work shifts, including weekends. Fresh graduates are encouraged to apply.

Qualifications

• Proficient in Mandarin for effective communication with Mandarin-speaking clients.
• Basic English communication skills.
• Minimum 1 year of customer service experience preferred.
• Able to work shifts including weekends and public holidays.

Responsibilities

• Handle customer inquiries and complaints through various communication channels.
• Ensure resolution of customer issues as per company procedures.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with external vendors for booking changes.

Skills

Problem-solving mindset

Proficient in Mandarin

Basic English communication

Strong written and verbal communication

Team collaboration

Attention to detail

Education

Diploma qualification and above

Job description

Klook is Asia's leading travel and experiences platform. We curate the most joyful experiences so that users can satisfy their relentless curiosity for adventure and experiences at home and around the world. With our website and app, users can experience a world of joy, from attractions, tours to local transportation and stays. Founded in 2014, we are here to inspire and enable more moments of joy through over half a million activities in over 2,700 destinations.

Responsibilities

• Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails.
• Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures.
• Identifies and escalates difficult and complex issues to senior team members.
• Maintains a positive, empathetic and professional attitude towards customers.
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system.
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions.
• Liaises with external vendors and service operators to fulfill booking changes.
• Keeps updated with company procedures and processes.
• Shares customer feedback with relevant departments for further improvements.

Qualifications

• Preferably Diploma qualification and above.
• Proficient in Mandarin to effectively communicate with Mandarin-speaking clients (both verbal and written).
• Basic English communication skill.
• Minimum 1 year experience in customer service preferred.
• Fresh graduates are encouraged to apply.
• Able to work shifts (including weekends, public holidays, overnight).
• Possess a problem-solving mindset to proactively find solutions for customer needs.
• Strong written and verbal communication skills to communicate clearly and effectively with our customers.
• Good team player to work collaboratively in a team environment.
• Keen attention to detail in completing tasks accurately and thoroughly.

Application Questions

• How would you rate your English language skills?
• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Experience Specialist?
• Do you have customer service experience?
• Have you worked in a call centre before?
• Which of the following languages are you fluent in?