Customer Experience Specialist - Elevate Global Traveler Satisfaction

At Klook, we’re redefining the way the world experiences travel by connecting millions of travelers with unforgettable activities, attractions, and services. As a Customer Experience Specialist, you’ll be at the heart of our mission—delivering exceptional, person-centered travel experiences in Canggu, Bali. You’ll handle every touchpoint, from initial inquiries to post-trip feedback, ensuring our customers leave with memories that last a lifetime.

Every day, you’ll leverage our proprietary platform and industry-leading tools like Zendesk, Salesforce, and Google Analytics to monitor, analyze, and improve customer interactions. Whether it’s resolving a last-minute booking issue or crafting a personalized itinerary, your insights will shape how we innovate and elevate the travel experience.

📋 Tanggung Jawab Pekerjaan

• Monitor and analyze customer interactions across all touchpoints using Zendesk, Salesforce, and Google Analytics to identify trends and areas for improvement.
• Resolve customer inquiries and complaints promptly and professionally, ensuring high satisfaction scores.
• Collaborate with cross-functional teams to implement customer feedback and enhance our service offerings.
• Develop and maintain detailed customer profiles to provide personalized and memorable experiences.
• Conduct regular customer satisfaction surveys and analyze feedback to drive continuous improvement.
• Stay updated on industry trends and best practices in customer experience to keep our services at the forefront of innovation.
• Train and mentor new team members to ensure consistent high standards of customer service.
• Contribute to the development of customer experience strategies and initiatives that align with Klook’s mission.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Business Administration, Tourism, Hospitality, or a related field.
• Minimum 3 years of experience in customer service, customer support, or a similar role within the travel industry.
• Proven track record of delivering exceptional customer experiences and improving customer satisfaction metrics.
• Strong analytical and problem-solving skills, with the ability to interpret data and derive actionable insights.
• Excellent communication and interpersonal skills, with the ability to build rapport and resolve complex issues.
• Proficiency in English, both written and spoken, is required. Knowledge of other languages is a plus.
• Familiarity with customer relationship management (CRM) systems like Salesforce and Zendesk.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

🛠️ Keahlian

Lowongan Terkait