Hawaii - Associate, Customer Service Headquarters
About The Position
JTB Hawaii Travel, LLC, (JHT) has evolved and expanded its operations, from an on-the-ground travel support services to inbound Japan travelers, to establishing itself as Hawaii's market leader in innovative entertainment and travel services. JTB Hawaii Travel continues to develop and integrate its expertise, experience and synergy in travel planning, destination promotion and event management as it seeks to further solidify its position as a full-fledged destination management company (DMC). JTB Hawaii Travel, LLC Job Description Pay Range: $17.00 to $22.50 hourly CS Headquarters department facilitate communication and coordination between Customer Service Division departments and Japan branches by serving as an intermediary. Provide guidance and instructions in emergency situations.
Requirements
- High school diploma; or equivalent combination of education and experience.
- Possess more than 1 year of experience in the travel industry or equivalent skills.
- Must be able to speak, read and write in English and Japanese.
- Possess knowledge of the tour industry, tour movements, and arrangements; possess understanding of Japanese culture and etiquette.
- Possess working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
- Possess accurate math skills including usage of 10-key calculator, to be able to compute rates, ratios, and percentages.
Nice To Haves
- Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.
Responsibilities
- Tour adjustments: Adjust tour arrangements based on updated information sent by Japan. Assign and revise transaction-related movements in the database, and report to respective departments of any changes. Itemize finalized tours and inform pertinent departments of details such as hotel duration, categories, and flight changes. Create standardized arrangement forms for the entire Customer Service Division and oversee vehicle dispatch coordination.
- Incident communication: Report any major incidents that occur during the tour's stay in Hawaii to the Japan office and other relevant personnel. Remotely update and release necessary information to customers through the ‘Oli ‘Oli App and monitor screens on view at each Plaza locations.
- Problem resolution: Communicate, report, resolve issues, and act as a liaison among various tour operation areas such as various Customer Service Division departments, Japan offices, and Mainland USA. Communicate with tour vendors to make requests and adjustments, including occasional tour waiver requests.
- Administrative support: Record information in the master file to support the bill check department in issuing invoices to the Japan offices. Issue and inventory meal coupons. Provide tour-related information to support all affiliated departments, companies, and personnel, including Japan offices and group affiliates.
- Performs special projects and other miscellaneous duties as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
