Customer Service Associate - Honolulu Airport (Japanese Speaking)
About The Position
JTB Hawaii Travel, LLC is seeking a Customer Service Associate for its Honolulu Airport department. The department provides professional customer service to individual travelers, package tours, and groups arriving at and departing from Daniel K. Inouye International Airport. The position welcomes and briefs passengers, checks travel and baggage information, coordinates with airlines, transportation providers, JTB departments, and Japan offices, and helps resolve passenger issues. It also supports administrative operations, including preparing documents, entering information into JTB systems, and assisting with office functions. The role is based in Honolulu, Hawaii, and reports to the CS Honolulu Airport Supervisor. Normal business hours are 8:00 a.m. to 5:00 p.m., Sunday through Saturday, including holidays; employees may need to work after normal business hours and/or on weekends.
Requirements
- High school diploma or equivalent combination of education and experience.
- More than one year of experience in the travel industry or equivalent skills.
- Ability to speak, read, and write in English and Japanese.
- Knowledge of the tour industry, tour movements, and arrangements, and understanding of Japanese culture and etiquette.
- Working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
- Accurate math skills, including use of a 10-key calculator, to compute rates, ratios, and percentages.
- Ability to obtain an airport security badge.
- Ability to solve problems flexibly, work independently and cooperatively in a professional manner, handle stressful situations and upset customers, maintain concentration and accuracy, manage multiple tasks, and speak loudly enough to be heard over crowds or noisy vehicles.
- Ability to meet the role’s physical demands, including prolonged standing and frequent walking, handling, and lifting or carrying items.
Nice To Haves
- Knowledge of customer service principles, including proper telephone etiquette and business protocol.
- Valid Hawaii driver’s license with a clean driving abstract.
Responsibilities
- Welcome and brief arriving passengers, confirm their names, destinations, and transfer plans, and explain necessary information.
- Read AirJET information, verify baggage tags and routing, confirm baggage counts with tour escorts or leaders and trucking companies, and help resolve baggage issues with airlines.
- Coordinate passenger boarding onto shared-ride buses or dedicated vehicles with transportation providers.
- Report changes or issues related to arrival information to the appropriate departments.
- Confirm departing passengers’ names and check-in details and provide information about departure times, gates, and duty-free souvenirs.
- Coordinate with hotels to help customers locate missing items and, when possible, arrange delivery to the airport before departure.
- Coordinate with departments and airline personnel during cancellations, delays, and overbookings to arrange alternate flights or accommodations.
- Assist customers with messages concerning delayed arrivals in Japan.
- Arrange departure seats, negotiate with airlines about special requests when needed, report unresolvable adjustments to CS Headquarters and the Manager, and communicate seat assignments to customers.
- Handle customer concerns and issues professionally and promptly, coordinating with Japan offices when necessary.
- Prepare documents, reconfirm return flights with airlines, and verify passenger counts.
- Enter data into JTB systems, including SUPER STAR.
- Follow supervisors’ directions during special situations and respond with appropriate urgency.
- Assist the Supervisor with office administration, including supply inventory, forms control, mail handling, invoice and receipt filing, and VIP updates.
- Perform special projects and other miscellaneous duties 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
