Manager, Customer Service
Klook
About Klook
We are a leading pan-regional experiences platform in Asia Pacific, purpose built to digitalize experiences and make them accessible to every traveler.
Our mission is to build the digital infrastructure for the global experience economy — empowering merchants to share their passions and travelers to discover the heartbeat of each destination.
We operate a mobile-first, curated platform featuring diverse experiences across global destinations.
Do you share our belief in the wonders of travel? Global citizens ourselves, Klookers are not only curating memorable experiences for others but 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、流量转化与ROI管控：负责平台投放流量承接，制定线索转化策略，并通过数据分析反哺上游投放优化
2、销售团队管理与效能提升：管理销售客服团队，主导招聘、培训、考核与激励、销售SOP建设等管理工作，定期复盘订单转化效果、对数据指标进行回顾，带领团队完成GMV 、ROI增长目标
3、定制游产品全链路梳理与优化：梳理并优化从需求接收到交付复购的全链路流程，主导定制游标准化模块设计，推动用户运营及复购率提升
4、客户服务与口碑维护：监督服务质量，制定高标准服务规范，提升客户满意度，反哺产品优化
任职要求
1、大专及以上学历，5-8年以上旅游行业经验，其中3年以上定制游/高端旅游售前销售或团队管理经验；熟悉国内主流社媒、电商平台用户特性，了解平台流量分发逻辑
2、擅长分析销售漏斗，通过数据驱动优化线索承接、跟进、促单全流程
3、深度理解定制游核心需求，熟悉国内外目的地的路线定制
4、具备标准化体系建设能力，能梳理业务流程并输出SOP，有跨部门协作经验；擅长团队激励与培养，能通过目标拆解、过程管控提升团队效能
5、具备优秀的沟通能力、结果导向及抗压能力，擅长团队激励、目标拆解与过程管控，能适应快速变化的互联网业务节奏，对定制游行业有热情
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.