Hawaii - Associate, Customer Service Headquarters

JBT Americas•Honolulu, HI

1d•Hybrid

About The Position

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. Under general direction, this position coordinates and communicates tour-related information between Japan offices, vendors, and various departments, managing itinerary updates, emergency reports, and logistical adjustments.

Requirements

High school diploma or equivalent combination of education and experience.
More than 1 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 usage of 10-key calculator, to be able to compute rates, ratios, and percentages.
Problem-solving skills to flexibly meet demands of customers.
Ability to work independently and cooperatively with others, including 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.
Ability to handle multiple tasks simultaneously.
Constant sitting, vision, hearing, eye-hand-foot coordination.
Frequent walking, bending, forward reaching, grasping, handling, finger dexterity.
Occasional pushing, pulling/lifting/carrying less than 25 pounds to 50 pounds, lifting and carrying more than 50 pounds, standing, running, stair climbing, squatting, kneeling, stooping, crouching, overhead reach.
Seldom pulling more than 50 pounds, twisting, side bending.
Constant talking to customers, reading.
Frequent talking and written communication to co-workers, talking to outside trades persons/vendors, talking on the telephones, responding to written or verbal requests of vendors, receiving verbal instructions.
Occasional written communication to customers and outside trades person/vendors, receiving written instructions, writing/composing written language, visiting/working at different worksites.

Nice To Haves

Possess knowledge of customer service principles, including proper telephone etiquette and business protocol.

Responsibilities

Adjust tour arrangements based on updated information sent by Japan, assigning and revising transaction-related movements in the database, and reporting any changes to respective departments.
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.