Japanese speaking Customer Service and Operations Coordinator, Fixed-term

About Kuoni Tumlare

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

About the Function

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

We are currently seeking a Japanese-speaking Customer Support Representative for a fixed-term contract until the end of December 2025, with an immediate start preferred. This role has been created to support increased seasonal demand and ensure exceptional service to our Japanese-speaking customers during this peak period.

There is a potential for extension or a permanent opportunity, depending on business needs and individual performance.

The key objective of this position is handling of tours and provide dedicated support to ensure customer satisfaction throughout trips. This shall be done with a strong focus on high quality customer service. Customer Service and Operations Coordinators will also provide first contact point for all emergency situations that may arise. We would welcome applicants with a pleasing personality and approachable nature.

Key Responsibilities:

• Handle all incoming calls for customers and tour leaders travelling within the Company’s European territories

• Be a part of on-the-spot coordination for tours.

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

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

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

• Provide service quality check and providing feedback and suggestions.

• Work on shift hours pattern (weekdays: 9.00 till 19.30)

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

• Undertake project work as required, under suitable guidance.

To Succeed in the Role, You Should Have:

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

• Language Skills:

• Japanese = essential

• English = essential (both verbal and written)

• Any other Nordics language = desirable (to help in ease of local communication)

• Good communication skills.

• Computer literacy experience in working with Microsoft Office.

We Are Looking for a Person Who is:

• Self-motivated, enthusiastic and organized.

• Team player, with flexible and adaptable approach.

• Hardworking and proactively work in a dynamic, highly energized environment.

• Focus on customers & suppliers.

• Navigating change

What We Offer:

• Nice office in Ülemiste City.

• Health insurance covered by the company and 3 paid by the company health days per year (after probation time).

• Service leave days according to seniority.

• Career development opportunity within the Group.

• Global Brand: Opportunity to work in an international environment.

• Learning and Development opportunities.

• A Supportive Management Culture and autonomous working environment.

• Dedicated Employee Engagement Activities.

• Annual Awards and Recognition for high Performers.

• Friendly and Collaborative work environment.