Sr. Team Leader, Customer Experience (Korean Speaking)
Klook
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!
- Takes ownership to lead a diversified team to ensure support provided to our KR customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy
- Drives and motivates team performance by building rapport and developing team members to ensure growth
- Helps the team by handling escalations including urgent, complex and sensitive cases from the team
- Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies
- Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution
- Proactively ask for and give feedback so communicating and coordinating with various departments to make positive change in the organization
- Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience
- Understands and analyzes team performance reports for management updates to make data-driven decision for better outcomes
- Contribute to the development of processes, procedures and guidelines to improve the quality of work
- Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures
- Minimum experience managing a team of 10 or more people in an inbound contact center setup
- Demonstrate ability to hire, train, coach, and manage teams effectively using best people management practices
- Proficient in English and Korean (both verbal and written)
- Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.)
- Able to work rotating shifts including weekends and public holidays
- Experience in project management or analytic skills is an added advantage
- Able to manage yourself as calm and respect manner under stressful and pressure from the critical customer escalations
- A strong time management and multitasking skills
- An excellent interpersonal skills to communicating with other stakeholders
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.