Product Management (Customer Care Product - CEG Tech)



Product, Customer Service
Multiple locations
Posted on Thursday, December 21, 2023

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 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ 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 core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

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?

Klook's mission is to empower travelers to discover, book, and enjoy memorable experiences, all while making the process seamless and convenient. As we continue to expand and innovate, we are looking for a talented Product Manager to join our team and lead the development of customer service systems to enhance our user experience.

What you will do:

  • Responsible for the overall planning of customer service system products, and drive the implementation of the following product areas: communication tools, ticketing systems, intelligent customer service, etc.

  • Lead the product team to build the customer service system, lead core product design, and ensure product specifications and output quality.

  • Adopting a customer-oriented perspective and aiming for customer experience excellence, collaborate across teams to address and resolve issues that lead to high customer complaints and low satisfaction levels.

  • Adopting a customer service perspective, continuously optimize operational efficiency.

What you will need:

  • Bachelor's degree or related field, with over 6 years of experience in B2B systems related to customer service, orders, merchants, etc.

  • Capable of leading overall product planning, possessing strong skills in product design and documentation, as well as solid conceptual and logical thinking abilities.

  • Possesses a deep understanding of customer service systems, familiar with industry-standard customer service system design, and comprehends the core demands of customer support.

  • Strong data analysis skills, as well as the ability to identify issues through data analysis and drive improvements.

  • Excellent communication skills, and the ability to converse in Mandarin will be a plus

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.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.