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!
Role Overview
Role Title: Claims Operations Associate (Klook Protect)
Function: Customer Experience / Operations
Seniority Level: Entry level
Employment Type: Full time
What You'll Do
- Assess customer claim requests relating to Klook's value-added services such as our Cancellation flexibility and Satisfaction guarantee service and handle cases based on company's policies.
- Liaise with customer, internal departments, and external merchants where needed in order to ensure satisfactory conclusion of customer request.
- Manage timely conclusion of claim and general tickets within agreed turnaround times.
- Be an expert on product, SOPs and all-things relating to the Klook Protect vertical, keeping up-to-date with any changes.
- Handle and respond to escalated customer enquiries or complaints that require Klook Protect specialised attention.
- Share feedback with the larger team for further improvements to better customer experience
What You'll Need
- Strong written and verbal communication skills in English.
- Proficiency in Mandarin, Cantonese, Korean, Japanese, Bahasa, or Thai is a plus and will be strongly considered.
- Keen attention to detail in completing tasks accurately and thoroughly.
- A positive, empathetic and professional attitude to communicate effectively with customers.
- Possess a problem-solving mindset to proactively find solutions for issues.
- A champion of the team's key values - collaborative and open to feedback, experimentative to try new ideas, customer-focused and always asking what is best for the customer.
- Previous experience in customer service is a plus.
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. 
