Klook客路_客遊天下旅行社有限公司
Service Recovery & Resolution Specialist
10/3 Updated
Array
Full-time
Entry-level
Salary & Location
Monthly SalaryNT$ 35,000+
新北市板橋區
Required
Language Requirements
English
聽/精通、說/精通、讀/精通、寫/精通
Chinese
聽/精通、說/精通、讀/精通、寫/精通
Work Experience
不拘
Job Description
What you’ll do?
- Professionally respond to reviews and complaints promptly, accurately, with courtesy and utmost confidentiality
- Professionally handle escalations cases raised and received from Customer Experience Specialists (Agent) and Customer Experience Supervisors (TL) in a timely manner following Klook's policies and procedures.
- Work closely with Team Leader/Manager, Customer Experience Team, and other cross-functional teams to resolve customers’ issues.
- Take ownership of issues, ensure cases are well managed and the customers are retained after resolution.
- Well-developed logic-based decision making and ability to triage and escalate borderline cases
- Able to identify, provide creative and innovative solutions and recommendations to resolve customer escalations depending on the circumstances.
- Continuously identify work process improvements
- Possess a strong, up-to-date knowledge of Klook's internal products, services and promotions.
- Additional duties or projects as assigned
What you’ll need?
- Excellent command of the English and Mandarin language and the language for the position applied; and extremely detail-oriented when responding and resolving customers' issues.
- A rational decision-maker and process-oriented individual who understands that customers can make or break a business.
- Analytical thinking and high problem solving skills
- Experience in complaints handling (complex, council cases) is an advantage.
- Must have outstanding organizational, time management and communication skills.
- Proactive, efficient, quick to learn and has a strong work ethic.
- Comfortable in learning and working through a task in various technology-based systems via electronic means such as Lark, Call center solution, email, chat, and online project management applications.
- Eager to work in a small team and fast-paced environment
- A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that’s not afraid to work independently when required
- Globally-minded and comfortable working with people from a different cultural background and in different time zones
Number of Openings
1~1人
Educational Requirements
大學(學院)以上
Work Schedule
日班、假日班
Leave Policy
依公司規定
Job Skills
Customer Complaint Handling
客訴案件處理
Job Category
Other Customer Service Personnel
台北市松山區
旅遊服務業
Klook於2014年成立，為全球領先的旅遊和休閒娛樂預訂平台，用戶能輕鬆、簡單預訂各地的玩樂體驗，從飯店、行程，到景點門票、當地交通、租車等，通通能一站搞定。我們期望能持續帶給用戶歡樂，讓每個人都能在Klook上發掘全球不同玩樂方式，旅行就要從Klook開始！
了解更多Klook台灣最新動態，請至以下平台體驗更多玩樂時刻：
Klook新聞室
https://www.klook.com/zh-TW/newsroom/
Klook官方網站
https://www.klook.com/zh-TW/
Klook旅遊部落格
https://www.klook.com/zh-TW/blog/
Klook Instagram
https://www.instagram.com/klooktw/
