Customer Service Associate - Honolulu Airport (Japanese Speaking)
About The Position
JTB Hawaii Travel, LLC is hiring a Customer Service Associate for its Customer Service Division at the Daniel K. Inouye International Airport in Honolulu. The role provides professional assistance to individual travelers, package-tour customers, and groups during arrivals and departures. The position reports to the CS Honolulu Airport Supervisor and has no direct reports. The associate welcomes and briefs arriving passengers, verifies travel and baggage information, coordinates transfers, and assists with airline and baggage issues. For departing travelers, the associate confirms check-in details, shares flight information, helps locate missing items, and communicates seat assignments. The role also involves resolving travel disruptions, coordinating with airline personnel and JTB departments, preparing documents, entering information into JTB systems, and providing office administrative support. The position is based in Honolulu and involves work in indoor and sheltered outdoor airport areas, including bus loading areas. Normal business hours are listed as 8:00 a.m. to 5:00 p.m., Sunday through Saturday, including holidays. Regular attendance is required; work after normal business hours and on weekends may be required.
Requirements
- High school diploma or equivalent combination of education and experience.
- More than one year of travel-industry experience or equivalent skills.
- Ability to speak, read, and write in English and Japanese.
- Knowledge of the tour industry, tour movements, and arrangements.
- 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 work independently and cooperatively with employees, business partners, and customers in a professional and positive manner.
- Ability to exercise self-control and handle stressful situations and upset customers.
- Ability to work with concentration, accuracy, and attention to detail, and to handle multiple tasks simultaneously.
- Ability to speak loudly during briefings so customers can hear over crowds or noisy vehicles.
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 names, destinations, and transfer plans, and explain relevant information.
- Read AirJET information, verify baggage tags, and ensure luggage is routed to the correct hotel.
- Confirm baggage counts with tour escorts or leaders and trucking companies, and liaise with customers and airlines to resolve lost or damaged baggage issues.
- Coordinate passenger boarding onto shared-ride buses or dedicated vehicles with transportation companies.
- Report changes or issues related to arrival information to appropriate departments.
- Confirm departing customers’ names and check-in details, and provide departure time, gate, and duty-free souvenir information.
- Coordinate with hotels to help locate missing items and, when possible, arrange delivery to the airport before departure.
- Work with other departments and airline personnel to address cancellations, delays, and overbookings, including rescheduling or arranging accommodations for affected passengers.
- Assist customers with messages regarding delayed arrivals in Japan.
- Arrange seats and negotiate with airlines regarding special requests; report unresolved adjustment issues 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.
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
