What you’ll do：
1. Lead Klook’s multilingual customer contact center operations in the country
2. Work with customer experience management team to strategize and align Klook’s customer service positioning and develop metrics and mechanism to continuously enhance service standards
3. Develop and implement operational procedures and training programs in view of Klook’s fast-expanding product portfolio covering multiple continents and travel categories such as attractions, transportation, and tours.
4. Build and improve mechanisms such as service level standards, compensation policies, quality assurance and metrics measuring customer satisfaction and manpower efficiency
5. Lead strategic projects such as IT infrastructure setup and outsourcing
What you’ll need：
1. At least 5 years of experience in consumer-facing contact center operations
2. Experience of managing a large, multicultural operations team
3. Track record of managing a complex and large portfolio of products
4. Track record of delivering success in cross departmental initiatives
5. Fluent spoken and written English and Chinese
6. Bachelor's degree or above
7. Eager to work in a fast-paced environment
8. A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude
9. Globally-minded and comfortable working with people from different cultural background and in different time zones
管理 50 人以上
需出差
需輪班 ( 日班 / 晚班 / 假日班 )
