Specialist, Customer Experience

Klook; Malaysia; On-site; MYR 48,000 - 72,000; Full time

Job summary

Klook is hiring a Specialist, Customer Experience in Malaysia. You will respond to customer inquiries via phone, chat, and email, resolve complaints, and ensure service quality. The role requires a Diploma or higher, strong English, and a proactive customer-first mindset.

The position involves handling reservations, collaborating with partners, and continuously improving processes while maintaining professional communication and a positive attitude.

Qualifications

• Diploma or higher is required or preferred.
• Fresh graduates are encouraged to apply.
• Proficient in English (spoken and written).
• Experience in customer service is an added advantage.
• Ability to handle business emailing and professional communication.

Responsibilities

• Respond to customer inquiries via call, chat, and email promptly and courteously.
• Resolve complaints in line with company policies and service standards.
• Identify and escalate complex or sensitive issues to senior team members.
• Maintain a positive, empathetic, and professional attitude at all times.
• Document customer interactions and transactions accurately in internal systems.
• Process reservation changes and requests following company guidelines and terms of service.
• Collaborate with external vendors and partners for service coordination.
• Stay updated on product, policy, and process changes to provide accurate information.
• Share recurring feedback and insights with relevant teams for improvement.

Skills

Problem-solving

Communication skills

Emotional intelligence

Attention to detail

Adaptability

Education

Diploma or higher

Tools

CRM software

Job description

Specialist, Customer Experience

Full-time

Malaysia

Posted on: 2025-10-28

About Klook

We are a leading pan-regional experiences platform in Asia Pacific, purpose built to digitalize experiences and make them accessible to every traveler.

Our mission is to build the digital infrastructure for the global experience economy — empowering merchants to share their passions and travelers to discover the heartbeat of each destination.

We operate a mobile-first, curated platform featuring diverse experiences across global destinations.

Do you share our belief in the wonders of travel? Global citizens ourselves, Klookers are not only curating memorable experiences for others but 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

• 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.

What You'll Need

• Preferably Diploma qualification and above
• Fresh graduates are encouraged to apply
• Proficient in English (both verbal and written)
• 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

Our Hiring Process

CV Screening → Online Interview Assessment → Team Leader Interview (Final Stage)

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.