Hawaii - Japanese Speaking Associate-Customer Service Waikiki

JTB Perfect Moments Always • Honolulu, HI

4d • Onsite

About The Position

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.
• Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED