Customer Service Coordinator (Japanese Speaking)

About the Department

Our Destination Management services form the core of our business. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travellers from over 50 countries can enjoy memorable travel experiences worry free.

About the Role  

The key objective of this position is handling of tours and provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. This shall be done with a strong focus on high quality customer service. Customer Service Executive will also provide first contact point for all emergency situations that may arise also expected to function as local PR agents and sales support to maintain existing customer relationships and to promote future business. We would welcome applicants with a pleasing personality and approachable nature.

Key Responsibilities

• Handle all incoming calls, emails, chats for customers travelling within the Company’s European territories.

• Deal with customer’s queries, complaints as well as supplier/hotelier.

• Check itineraries to make sure they are feasible and will run smoothly.

• To process and confirm all service bookings efficiently and accurately, paying attention to any special requirements of the customers.

• Regular service quality checks and monitoring of services provided on tours.

• Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks etc.

• Meet-n-Greet customers and tour leaders during and outside office hours as/when required.

• Adhere to company standards, work on general operations and use all in-house IT tools effectively.

• Undertake project work as required, under suitable guidance.

• Work on shift hours pattern including night shift, weekends, and bank holidays as/when require.

• Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise.

• Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.

Job Requirements  

To Succeed in the Role, You Should Have:

• 1- or 2-years’ experience in customer service/travel industry/call centre, is desirable.

• Previous Contact Centre technology knowledge is desirable

• Travel industry market & culture understanding/experience for APAC/EMEA desirable

• Business level of English is essential (both verbal and written)

• Native level fluency of Japanese is essential (both verbal and written)

• Any other language = desirable (e.g., Mandarin, Korean, Italian, French, Spanish)

• Good communication skills.

• Computer literacy – experience in working with Microsoft Office.

Attributes of The Role Hold

We Are Looking for a Person With: 

• Self-motivated, enthusiastic, organized and able to prioritize workload in a fast-paced, dynamic and highly energized environment.

• Ability to work under pressure and work independently

• Excellent verbal and written communication skills.

• Strong problem-solving skills.

• Team player, with flexible and adaptable approach.

• Delivering Results

• Passionate about excellent customer service delivery

• Ability in navigating changes

What We Offer:   

• A remote working module

• A benefits package that includes private medical insurance.

• Company pension scheme

• International travel and business trips.

• Opportunity to work in an international environment.

• Diverse & Inclusive culture.

• Opportunities to learn & grow.

• Dedicated wellbeing schemes.