Hawaii - Japanese Speaking Associate-Customer Service Waikiki
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). CS Waikiki department deliver professional customer service through in-depth knowledge of tour offerings, ensuring accurate and relevant support for clients.
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.
- Problem-solving skills to flexibly meet demands of customers.
- Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.
- Able to exercise self-control and handle stressful situations and upset customers.
- Able to work with concentration, accuracy, and attention to detail.
- Able to handle multiple tasks simultaneously.
Nice To Haves
- Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.
Responsibilities
- Provide professional quality customer service; briefing Japanese and non- Japanese clients with tour reservations, and adjust and finalize itineraries.
- Provide general information on dining, shopping, optional tours, etc.
- Support Japanese and non-Japanese customers at various plaza locations, telephone or in-person briefing, and “RAKU-Navi” system for customers before their departure from Japan.
- Sell and book optional tours and other merchandise.
- Occasionally contact Options department/vendor for booking confirmations.
- Process payments, enter data into the system, gather relevant information, and verify optional tours reports.
- Balance and close daily cash and credit card sales; handle deposits, verify cash on hand.
- Resolve customer’s concerns and issues and assist with emergency situations.
- Report to supervisor and CS Operations team of any extraordinary incidents with tours, such as accidents, long flight delays, missing and/or damaged baggage, etc.
- Prepare documents and materials for arrival tours.
- Review itinerary and arrangements, create simulation for incoming groups, and plan workflow according to updated movements.
- Adjust tour arrangements when necessary and inform CS Headquarters and/or relevant staff.
- Prepare documents and complete required paperwork for arrival, departure, and in-house tours.
- Review rooming lists from hotels to ensure special requests such as category, room type, bed type, and view are confirmed.
- Inventory vouchers, meal coupons, office supplies, and other equipment and materials.
- Meet with tour groups to adjust and finalize tour itinerary for smooth operation.
- Performs special projects and other miscellaneous duties as assigned by management.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
