Customer Service Associate - Waikiki (Japanese Speaking)
About The Position
JTB Hawaii Travel, LLC’s Customer Service Division provides professional customer service to Japanese and non-Japanese travelers through in-depth knowledge of tour offerings. The Associate briefs customers about tour reservations, adjusts and finalizes itineraries, sells and books optional tours and merchandise, resolves customer concerns, and prepares materials and arrangements for incoming tours and groups. The role is based in Honolulu, Hawaii, and includes work at plaza locations and offsite when needed to support tours and VIPs. The position normally operates from 8:00 a.m. to 5:00 p.m., Sunday through Saturday, including holidays. Regular attendance is required, and work after normal business hours and on weekends may be required. The work environment includes an air-conditioned office and, when working offsite, exposure to varying weather and conditions including noise, pollution, dust, fumes, and vehicle exhaust. The role requires frequent interaction with customers, coworkers, vendors, and business partners, as well as the ability to manage multiple tasks, maintain accuracy, and handle stressful situations.
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 meet the physical demands described, including frequent standing, walking, bending, reaching, grasping, handling, and finger dexterity; occasional lifting and carrying may also be required.
- 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, maintain concentration and attention to detail, and handle multiple tasks simultaneously.
Nice To Haves
- Knowledge of customer service principles, including proper telephone etiquette and business protocol.
Responsibilities
- Provide general information about dining, shopping, optional tours, and other services.
- Support Japanese and non-Japanese customers at plaza locations, by telephone, in person, and through the RAKU-Navi system before their departure from Japan.
- Sell and book optional tours and other merchandise; occasionally contact the Options department or vendors for booking confirmations.
- Process payments, enter data, gather relevant information, and verify optional tour reports.
- Balance and close daily cash and credit card sales, handle deposits, and verify cash on hand.
- Resolve customer concerns and issues and assist with emergencies.
- 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, simulate incoming group movements, and plan workflows based on updates.
- Adjust tour arrangements as necessary and inform CS Headquarters or relevant staff.
- Prepare documents and required paperwork for arrival, departure, and in-house tours.
- Review hotel rooming lists to confirm special requests, including category, room type, bed type, and view.
- 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
