Collaborate with BD teams across all verticals on different customer journey related requests.
Follow up and close any service disruption cases which may affect customer experience.
Consistently and proactively gauge customer’s sentiments in ensuring CSAT are kept in check, whilst Klook grows and scales its business globally
Ensure market outcomes are aligned with the customer experience and issues impacting customer experience are actively addressed and resolved.
Engage and be close to customers in encapsulating ‘VOC’ (voice of customers) into operational strategies, to ensure we deliver the best in class customer experience and drive a customer-focused outcome.
Collaborate with vertical and business teams in addressing market-specific issues that impact customer experience and deploy immediate tactical plans to close the loop, whilst ensuring mitigation plans are implemented to avoid recurrence.