About Klook
We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,700 destinations around the world.
Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also 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!
岗位职责：
1、积极跟进客户内部工单，主动致电客户，深入了解问题细节，以专业的服务态度和高效的问题解决能力，为客户提供满意的解决方案，实现客诉内部闭环；
2、处理消费者政府渠道的投诉工单，积极相应，维护政务关系，不固定上门沟通协调、针对大型活动&重要项目提前沟通、业务驻点协助、客诉问题难点反馈
3、处理社媒渠道的负面舆论，包括小红书负面帖子，微博负面文章，微信以及支付宝等相关投诉，耐心处理用户投诉，提升客路用户体验；
4、深度挖掘用户需求，在与用户沟通中，敏锐捕捉用户潜在需求，收集用户反馈以及商品反馈，为产品优化和业务拓展提供有价值的参考依据，助力公司不断提升服务质量和市场竞争力；
5、协同其他业务部门：积极配合其他业务部门，促进公司内部信息流通和协同工作效率，共同推动公司整体业务发展。
任职要求：
1、具备一定的客诉处理经验，能够快速精准定位用户的问题点，并及时提供满意的解决方案，以确保用户问题得到妥善处理；
2、具备一定的情绪管理和同理心，理解用户情绪能有效安抚；面对工作，能很好的自我管理情绪。
3、具备快速学习新知识和适应新环境的能力，能够迅速熟悉平台公司内部沟通流程以及平台热销产品的详细信息，以便更好地为用户提供服务；
4、具备一定英语水平（简单日常交流及英文邮件读写能力）者优先考虑，有助于拓展服务范围，应对国际用户咨询需求；
5、此岗位实行轮班制，月休 8 天，不固定周末休，值班时间9:00 - 18:00/10:00-19:00，节假日上班将按照法定三倍工资发放。
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.
