Specialist, Service Recovery & Insights
Specialist, Service Recovery & Insights
KLOOK- Posted 14 days ago
- Be among the first 10 applicants
Job Description
Job Description
Key Responsibilities
Key Responsibilities
- Expertly manage and resolve escalated customer cases received from various internal channels within defined timelines and in accordance with Klook's guidelines.
- Collaborate effectively with Team Leaders/Managers, Customer Experience teams, and cross-functional teams to thoroughly investigate and resolve complex customer issues.
- Examine unresolved cases and implement service recovery strategies to ensure successful customer retention.
- Demonstrate strong logic-based decision-making skills to effectively triage and escalate borderline cases according to established protocols.
- Proactively identify, develop, and recommend creative and innovative solutions to address customer escalations, adapting strategies based on specific circumstances.
- Analyze data to identify recurring patterns, common pain points, and underlying root causes, providing actionable recommendations for preventative measures and service enhancements.
- Formulate data-driven recommendations to proactively mitigate potential service failures and optimize overall operational efficiency.
- Continuously identify and implement improvements to existing work processes to enhance efficiency and effectiveness.
- Maintain a comprehensive and current understanding of Klook's internal products, services, and etc.
- Serve as a liaison between Klook and local authorities, fostering positive relationships and engagement to achieve professional resolution of reported complaints.
- Undertake additional duties and participate in projects as directed by TL/Manager.
- Minimum 2 years of customer service experience.
- Excellent command of the English and Mandarin language and the language for the position applied; and extremely detail-oriented when responding and resolving customers issues.
- A rational decision-maker and process-oriented individual who understands that customers can make or break a business.
- Analytical thinking and high problem solving skills.
- Experience in complaints handling (complex, council cases) is an advantage.
- Must have outstanding organizational, time management and communication skills.
- Proactive, efficient, quick to learn and has a strong work ethic, attention to detail and a focus on delivering highly accurate work
- Comfortable in learning and working through a task in various technology-based systems via electronic means such as Lark, call center solution, email, chat, and online project management applications.
- Eager to work in a small team and fast-paced environment
- Globally minded and comfortable working with people from a different cultural background and in different time zones.
More Info
About Company
Skills:
Promotional Activities, Customer service, Marketing Strategy, Proficiency In English, Technical expertise
Skills:
Salesforce Cloud, Webinars, Marketing Automation, Salesforce.com, Email Campaigns, B2b Marketing, virtual events, nurture journeys, branding and content development, digital advertising campaigns, event communications, campaign localization, event-led customer partner engagement, CRM, sales enablement materials, Campaign Execution, demand generation, Performance Reporting, account-based marketing, field marketing
Skills:
Proficiency in Taiwan English
Skills:
mandarin chinese , AV production, event operations, power internet network infrastructure, Marketing Communications, technical production requirements, English, project management, event planning, working with event agencies and vendors
Skills:
PowerPoint), Microsoft Office (Word, Excel, Forwarding carrier operating systems, Email and general internet applications