Team Leader – Customer Experience (Mandarin Speaker)

About the role

Klook’s Customer Experience Team helps travelers create perfect itineraries by recommending suitable products. As a Team Leader you will guide a multilingual team to deliver fast, accurate support across calls, chats and emails. This role combines leadership, problem‑solving and a passion for travel.

Key responsibilities

• Lead a diversified team to ensure high‑efficiency, accurate support on all channels.
• Motivate performance by building rapport, coaching, and developing team members.
• Handle escalations, including urgent, complex and sensitive cases.
• Provide clear feedback on performance, attendance and policy adherence.
• Collaborate with Workforce Management to forecast volume and optimise work distribution.
• Identify gaps in targets or processes and drive improvements.
• Analyse performance reports to support data‑driven decisions.
• Contribute to the development of procedures and guidelines.

Required profile

• Minimum 1 year of experience as a Team Leader in a BPO or Customer Support Center.
• Fluent in English (verbal and written).
• Ability to work rotating shifts, including weekends, public holidays and overnight.
• Calm and respectful under stressful, high‑pressure situations.
• Strong time‑management and multitasking abilities.
• Excellent interpersonal skills for stakeholder communication.

Required skills

• Proficiency with Microsoft Excel.
• Proficiency with Google Sheets.