Team Leader, Customer Experience (Mandarin Speaker)

Klook; Malaysia; On-site; MYR 72,000 - 108,000; Full time

Job summary

Klook is seeking a Team Leader, Customer Experience (Mandarin Speaker) in Malaysia to guide a multilingual support team across calls, chats, and emails. You will drive performance, coach team members, and collaborate with Workforce Management to balance workloads while upholding high service standards.

Ideal candidates bring at least 1 year of team leadership experience in a BPO or customer-support setting, fluency in English and Mandarin, and a proactive, data-driven approach to improve

Qualifications

• Minimum 1 year of relevant professional experience as a Team Leader in BPO or Customer Support Center.
• Proficient in English (both verbal and written).
• Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets).
• Able to work rotating shifts including weekends, public holidays and overnight shifts.
• Experience in project management or analytic skills is an added advantage.
• Able to stay calm and respectful under pressure from the critical escalations.
• Strong time management and multitasking skills.
• Excellent interpersonal skills for communicating with other stakeholders.

Responsibilities

• Takes ownership to lead a diversified team to ensure support provided to our customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy
• Drives and motivates team performance by building rapport and developing team members to ensure growth
• Helps the team by handling escalations including urgent, complex and sensitive cases from the team
• Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies
• Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution
• Proactively ask for and give feedback so communicating and coordinating with various departments to make positive change in the organization
• Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience
• Understands and analyzes team performance reports for management updates to make data-driven decision for better outcomes
• Contribute to the development of processes, procedures and guidelines to improve the quality of work
• Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures

Skills

Team leadership

English proficiency

Time management

Multitasking

Interpersonal skills

Shift flexibility

Analytic skills

Project management

Tools

Microsoft Excel

Google Sheets

Job description

Team Leader, Customer Experience (Mandarin Speaker)

Full-time | Customer Experience | Customer Experience | Malaysia

Posted on 2026-03-16

About Our Team

Our Customer Experience Team helps customers get the perfect travel experiences, by helping them pick great products that will fit into their itinerary.

Klook is a global brand, shaping the travel experiences of millions of people all over the world. This is a great opportunity to make a positive impact on the travel experiences of a lot of people, to work with customers from across different cultures, and to practice your language and your communication skills.

Traveling can sometimes get a little stressful, so therefore we are looking for people who are good at multitasking, adapting to changing environments,, and also put people at ease, so that we can solve our customer’s problems very effectively and quickly.

We want to deliver the best experience to our customers!

What You’ll Do:

• Takes ownership to lead a diversified team to ensure support provided to our customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy
• Drives and motivates team performance by building rapport and developing team members to ensure growth
• Helps the team by handling escalations including urgent, complex and sensitive cases from the team
• Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies
• Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution
• Proactively ask for and give feedback so communicating and coordinating with various departments to make positive change in the organization
• Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience
• Understands and analyzes team performance reports for management updates to make data-driven decision for better outcomes
• Contribute to the development of processes, procedures and guidelines to improve the quality of work
• Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures

What You’ll Need:

• Minimum 1 year of relevant professional experience as a Team Leader in BPO or Customer Support Center
• Proficient in English (both verbal and written)
• Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.)
• Able to work rotating shifts including weekends, public holidays and overnight shifts
• Experience in project management or analytic skills is an added advantage
• Able to manage yourself as calm and respect manner under stressful and pressure from the critical customer escalations
• A strong time management and multitasking skills
• An excellent interpersonal skills to communicating with other stakeholders

Job Info

• Job title: Team Leader, Customer Experience (Mandarin Speaker)
• Employment type: Full-time
• Job function: Customer Experience
• Department: Customer Experience
• Work location: Malaysia
• Posted on: 2026-03-16