Customer Service Associate - Waikiki (Japanese Speaking)
About The Position
The Customer Service Associate in the CS Waikiki department provides professional customer service by maintaining in-depth knowledge of tour offerings and giving clients accurate, relevant support. The role supports Japanese and non-Japanese customers with tour reservations, briefings, itinerary adjustments, and related travel arrangements. The position is based in Honolulu, Hawaii, and reports to the CS Waikiki Supervisor. The associate provides information about dining, shopping, and optional tours; sells and books optional tours and merchandise; processes payments and sales records; and resolves customer concerns, including assisting with emergencies. The position also prepares documents and materials for tours, reviews and adjusts itineraries and arrangements, coordinates with headquarters and relevant staff, checks hotel rooming lists for special requests, and maintains inventory of vouchers, coupons, supplies, and equipment. Work takes place in an air-conditioned office and offsite as needed, with exposure to varying weather and environmental conditions. Normal business hours are 8:00 a.m. to 5:00 p.m., Sunday through Saturday, including holidays; 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 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.
- 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 meet the physical demands of the role, including frequent standing, walking, bending, reaching, grasping, handling, and finger dexterity, as well as occasional lifting and carrying.
- Ability to work independently and cooperatively with employees, business partners, and customers in a professional and positive manner.
- Ability to exercise self-control, handle stressful situations and upset customers, work with concentration and accuracy, and manage multiple tasks simultaneously.
- Regular attendance is required; ability to work after normal business hours and/or on weekends as required.
Nice To Haves
- Knowledge of customer service principles, including proper telephone etiquette and business protocol.
Responsibilities
- Provide professional customer service and general information about dining, shopping, optional tours, and related offerings.
- Support Japanese and non-Japanese customers at plaza locations, by telephone, and in person, including briefings and use of the RAKU-Navi system before customers depart Japan.
- Sell and book optional tours and other merchandise, and occasionally contact the Options department or vendors to confirm bookings.
- Process payments, enter data, gather relevant information, verify optional-tour reports, and balance and close daily cash and credit-card sales; handle deposits and verify cash on hand.
- Resolve customer concerns and issues and assist with emergency situations.
- Report extraordinary tour incidents, such as accidents, long flight delays, and missing or damaged baggage, to the supervisor and CS Operations team.
- Prepare documents and materials for arrival tours; review itineraries and arrangements, create simulations for incoming groups, and plan workflows based on updated movements.
- Adjust tour arrangements when necessary and inform CS Headquarters and/or relevant staff.
- Prepare documents and complete paperwork for arrival, departure, and in-house tours.
- Review hotel rooming lists to ensure special requests, including category, room type, bed type, and view, are confirmed.
- Inventory vouchers, meal coupons, office supplies, equipment, and other materials.
- Meet with tour groups to adjust and finalize itineraries for smooth operations.
- 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
