Specialist, Customer Experience (Mandarin)

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

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 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

Please Note:

Shortlisted candidates will receive a HireVue video assessment via email and must complete it before proceeding to the next 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.

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.