Customer Service Executive - Fluent Japanese Speaker **Permanent position, Urgent need**

Job description

ABOUT US

At Kuoni Tumlare, we create truly inspiring travel experiences that go beyond expectations. Proudly part of the JTB Corporation, we curate and deliver group travel, meetings, incentives, congresses and events. Trading under the brands JTB, Kuoni Global Travel Services, Tumlare Destination Management, Kuoni Destination Management, Kuoni Congress, Conference & Touring, our 3,000+ team members are located across 34 countries throughout Europe, Asia Pacific and the Americas.

JOB PURPOSE

This job needs to start from 01 March 2020.

The key objective of this position is to provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. Customer Service Executives are also expected to function as local PR agents and sales support in order to maintain existing customer relationships and to promote future business. Customer Service Executives will also provide first contact point for all emergency situations that may arise i.e. civil unrest, natural disaster, serious accidents involving customers etc.


KEY ACTIVITIES (to identify the most important responsibilities in the role)

  • Handle all incoming calls for Group customers travelling within GTS territories.
  • Act as an emergency response team and provide support to tour leaders/clients during any unexpected crisis situations that may arise.
  • Monitor / spot check the quality of suppliers through services provided.
  • Check itineraries to make sure smooth running of tours and itinerary feasibility as/when require.
  • Meet / greet clients / tour leaders during and outside office hours as/when require.
  • Attend tours, inspections, or provide onsite inspection / support if/when required during and outside office hours in & outside of UK.
  • Business trips (within and EMEA and possibly to sales offices) are required
  • Assign and allocate services if / when required.
  • Collect business intelligent information to assist generating future business.
  • Carry an emergency after-hours mobile phone if / when required
  • Work on shift hours pattern including weekends and bank holidays, weekday as/when require.
  • Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.


COMPLEXITY (the most challenging parts of the role)

  • Deal with and solve problems / complaints that may arise during or after trips.
  • Coordinate service / hotel reservations and amendments / extra arrangements according to customers’ or sales requests, or unforeseen situations that may arise while tours are on the road.
  • Liaise with / report to EMEA offices, sales offices, suppliers, and other departments within GTS regarding itinerary issues, tour status and problems on the trip within the timescale specified on company policy and procedures.
  • Negotiate with suppliers and clients to maximize GTS profit margin when necessary.
  • Negotiate contracts, and/or contract new services if/when required

Your Benefit

  1. Company Pension (After 3 months Probation)
  2. Medical Insurance
  3. Travel Insurance
  4. Free Eye Care Voucher
  5. Staff Discount
  6. Taste Card
  7. JAL Staff discount flight London to Japan
  8. 25 days Annual Leave for a year
  9. 12 days Sick Leave for a year

Job requirements

RELATIONSHIPS:

  • Reports to immediate team leader and/or manager and/or their designated representative
  • Liaises with all other GTS offices for work-related issues
  • Close collaboration with EMEA Customer Service and the worldwide inbound team including Destination Services, Operations, Hotel Sourcing and Sales Offices.


KEY ACTIVITIES (to identify the most important responsibilities in the role)

  • Handle all incoming calls for Group customers travelling within GTS territories.
  • Act as an emergency response team and provide support to tour leaders/clients during any unexpected crisis situations that may arise.
  • Monitor / spot check the quality of suppliers through services provided.
  • Check itineraries to make sure smooth running of tours and itinerary feasibility as/when require.
  • Meet / greet clients / tour leaders during and outside office hours as/when require.
  • Attend tours, inspections, or provide onsite inspection / support if/when required during and outside office hours in & outside of UK.
  • Business trips (within and EMEA and possibly to sales offices) are required
  • Assign and allocate services if / when required.
  • Collect business intelligent information to assist generating future business.
  • Carry an emergency after-hours mobile phone if / when required
  • Work on shift hours pattern including weekends and bank holidays, weekday as/when require.
  • Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.


COMPLEXITY (the most challenging parts of the role)

  • Deal with and solve problems / complaints that may arise during or after trips.
  • Coordinate service / hotel reservations and amendments / extra arrangements according to customers’ or sales requests, or unforeseen situations that may arise while tours are on the road.
  • Liaise with / report to EMEA offices, sales offices, suppliers, and other departments within GTS regarding itinerary issues, tour status and problems on the trip within the timescale specified on company policy and procedures.
  • Negotiate with suppliers and clients to maximize GTS profit margin when necessary.
  • Negotiate contracts, and/or contract new services if/when required


KNOWLEDGE, SKILLS AND EXPERIENCE (may include formal qualifications e.g. a qualified accountant plus proven experience and/or more general skills and experience)

  • Previous experience in customer service / travel industry essential
  • Travel industry market & culture understanding desirable
  • Good written and verbal English skills are essential
  • Fluency in Japanese is essential (both verbal and written)
  • Knowledge of any third language of French, Italian or Spanish is desirable.
  • Strong experience and good market, culture knowledge for APAC / EMEA region is essential
  • Strong problem solving skills
  • Ability to multitasking, prioritize and meet deadlines
  • Excellent communication and organizational skills
  • Ability to work under pressure and work independently
  • Ability to build good relationships with suppliers and clients to promote company image
  • Motivated and a team player with pro-active attitude
  • Computer literature – experience in working with Microsoft packages is desirable
  • Good business reporting / statistic producing skills are preferred
  • Basic knowledge of the AS400 system (for internal candidates)
  • High level of flexibility and adaptability in handling changes as the company evolves
  • This job is shift role for 48 hrs (4days on work and 4 days off, 12 hrs per day including night shift )