Customer Experience Specialist (Japanese Speaker)

Klook is seeking a Customer Experience Specialist (Japanese Speaker) to handle customer inquiries and complaints, resolve issues, and maintain accurate information in the company's system. The ideal candidate will be proficient in English, Mandarin, and Japanese, have a problem-solving mindset, and strong communication skills.

Requirements

• Handle and respond to customer enquiries and complaints
• Ensure all customer inquiries/issues/complaints are resolved according to the company's processes and procedures
• Identify and escalate difficult and complex issues to senior team members
• Maintain a positive, empathetic and professional attitude towards customer
• Enter, update and maintain accurate information of customer interaction, transactions, comments and complaints in the company's system
• Resolve customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
• Liaise with external vendors and service operators to fulfill booking changes
• Keep updated with company procedures and processes
• Share customer feedback with relevant departments for further improvements

Benefits

• Equal opportunities employer
• Welcoming and supportive culture