Customer Experience Operations Manager (TW)
Klook
Taipei city, Taiwan
3天前

What you'll do :

  • Lead Klook's multilingual customer contact center operations in the country
  • Work with customer experience management team to strategize and align Klook's customer service positioning and develop metrics and mechanism to continuously enhance service standards
  • Develop and implement operational procedures and training programs in view of Klook's fast-expanding product portfolio covering multiple continents and travel categories such as attractions, transportation, and tours.
  • Build and improve mechanisms such as service level standards, compensation policies, quality assurance and metrics measuring customer satisfaction and manpower efficiency
  • Lead strategic projects such as IT infrastructure setup and outsourcing
  • What you'll need :

  • At least 5 years of experience in consumer-facing contact center operations
  • Experience of managing a large, multicultural operations team is a must
  • Track record of managing a complex and large portfolio of products
  • Track record of delivering success in cross departmental initiatives
  • Fluent spoken and written English and Chinese
  • Bachelor's degree or above
  • Eager to work in a fast-paced environment
  • A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude
  • Globally-minded and comfortable working with people from different cultural background and in different time zones
  • What you'll get :

  • An environment that values honesty, transparency and respect with awesome co-workers across Asia
  • The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future
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