Hawaii - Associate, Customer Service Headquarters
About The Position
JTB Hawaii Travel, LLC (JHT) has evolved and expanded its operations from providing on-the-ground travel support services for inbound Japan travelers to becoming 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 to further solidify its position as a full-fledged destination management company (DMC). The Customer Service Headquarters department facilitates communication and coordination between Customer Service Division departments and Japan branches by serving as an intermediary. This role provides guidance and instructions in emergency situations.
Requirements
- High school diploma; or equivalent combination of education and experience.
- 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.
Responsibilities
- Coordinate and communicate tour-related information between Japan offices, vendors, and various departments.
- Manage itinerary updates, emergency reports, and logistical 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.
- 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.
- 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.
- 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.
- Perform 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
