Hawaii - Associate, Customer Service
About The Position
This role is responsible for providing quality and professional customer service to Japanese and non-Japanese clients. The associate will brief clients, adjust and finalize itineraries, and handle various customer needs. This includes providing information on dining and shopping, reserving optional tours, selling souvenirs, and managing cash and credit card sales. The position also involves preparing documents for arrival tours, reviewing and verifying hotel rooming lists, and managing inventory of vouchers and other materials. A key aspect of the role is problem-solving, including assisting with emergency situations and reporting any extraordinary incidents.
Requirements
- High school diploma.
- At least one (1) year of work experience in the customer service industry.
- At least one (1) year of cash handling experience.
- Able to professionally and effectively communicate in English and Japanese.
- Possess knowledge of Japanese tour characteristics, Japanese culture and customs.
- Possess working knowledge of basic computer systems, JTB’s in-house systems and software, application programs, e-mail, and standard office equipment.
- Possess math skills including usage of 10-key calculator.
- Possess a valid Hawaii driver’s license with clean abstract.
Nice To Haves
- Travel/hospitality industry or related experience preferred.
Responsibilities
- Provide general information on dining, shopping, optional tours, etc.
- Support Japanese and non-Japanese customers at various plaza locations, via telephone, or in person briefings.
- Assist customers with the “RAKU-Navi” system before they leave Japan.
- Reserve optional tours and sell souvenirs and other items.
- Occasionally contact the Purchasing Sales division for booking and reconfirmations.
- Balance and close daily cash and credit card sales, make deposits, and verify cash on hand.
- Prepare documents and materials for arrival tours, review itinerary and arrangements, make simulations for incoming groups, and plan workflow.
- Adjust arrangements when necessary and inform Customer Service Headquarters (CSHQ) and/or other staff.
- Transmit total group counts to affiliated companies.
- Prepare documents and complete paperwork for arrival, departure, and in-house tours.
- Review rooming lists of arrival groups to verify requests are confirmed.
- Inventory vouchers, meal coupons, ‘Oli ‘Oli/JTB phones, office supplies, and other equipment and materials.
- Meet with tours to adjust and finalize tour itinerary.
- Resolve issues and concerns and assist with emergency situations.
- Report to Supervisor and Customer Service operations any extraordinary incidents with tours.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
