Customer Service Associate - Honolulu Airport (Japanese Speaking)

Human Resources – JTB Americas Group of Companies (JTB Americas, JTB Hawaii, JTB Hawaii Travel, JTB USA, MC&A, Tachibana Enterprises, Travel Plaza Transportation) • Honolulu, HI

3d • $17 - $23 • Onsite

About The Position

JTB Hawaii Travel, LLC (JHT) is Hawaii's market leader in innovative entertainment and travel services, evolving from on-the-ground travel support for inbound Japanese travelers to a full-fledged destination management company (DMC). The Customer Service Division at Daniel K. Inouye International Airport delivers professional customer service during arrivals and departures for individual travelers, package tours, and groups.

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.
• Able to obtain an airport security badge.
• 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.
• Able to speak loudly in briefings to be heard over crowds or noisy vehicles.
• Constant – standing, vision, hearing, eye-hand-foot coordination.
• Frequent – pushing, pulling less than 25 pounds, lifting less than 50 pounds, carrying less than 50 pounds, walking, bending, grasping, handling, finger dexterity.
• Occasional – pulling 25-50 pounds, lifting more than 50 pounds, carrying more than 50 pounds, sitting, running, stair climbing, squatting, kneeling, stooping, crouching, forward reaching, 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.

Nice To Haves

• Possess knowledge of customer service principles, including proper telephone etiquette and business protocol.
• Possession of valid Hawaii driver’s license with clean abstract.

Responsibilities

• Greet, brief, and assist customers during arrivals and departures at Daniel K. Inouye International Airport, including pre-check of customers arrival and departure documents.
• Coordinate with airlines and various JTB departments to address and fulfill passenger needs promptly.
• Welcome and brief a high volume of arriving passengers, confirming customer name, destination, and transfer plan, and explaining necessary information.
• Read AirJET information accurately, verify baggage tags, and ensure luggage is routed to the correct hotel.
• Confirm baggage count with the Tour Escort/Leader and the trucking company.
• Act as a liaison between customers and airlines to resolve baggage related issues, such as lost or damaged baggage.
• Ensure smooth boarding of passengers onto shared-ride buses or dedicated vehicles by coordinating with the transportation company.
• Report any changes or issues related to arrival information to the appropriate departments.
• Confirm departing customers’ names and check-in details; provide information on departure time, gate, and duty-free souvenirs.
• Assist customers in locating missing items by coordinating with hotels and arranging for items to be delivered to the airport.
• Coordinate with other departments and airline personnel during flight cancellations, delays, or overbookings to reschedule bookings or arrange accommodations.
• Assist customers with messages regarding delayed arrival in Japan.
• Arrange seats for departing customers and negotiate with airlines to accommodate special requests.
• Report to CS Headquarters and Manager when unable to make adjustments.
• Communicate seat assignments to customers.
• Handle concerns and issues from customers in a timely and professional manner.
• Coordinate with Japan offices when necessary.
• Prepare a variety of documents.
• Reconfirm return flight with airlines and verify passenger count.
• Input data into JTB systems such as SUPER STAR.
• Follow supervisors’ directions during special situations and handle them promptly.
• Assist Supervisor with office administrative functions, including office supply inventory, forms control, mail handling, invoice and receipt filing, and VIP updates.
• Perform special projects and other miscellaneous duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED