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Role Description

This role involves working directly with airlines to book hotel and ground transportation services for pilots and flight crew as they arrive at different airports worldwide. It requires quick thinking and diligence.

• Act as an expert and liaison, providing product/services information and resolving emerging problems for customer accounts and clients
• Ensure excellent service standards and maintain high customer satisfaction
• Develop strong customer relationships and resolve queries through phone, e-mail, and chat
• Create a positive company experience for customers, vendors, and suppliers
• Provide accurate information about the company’s products or services
• Escalate technical support issues when encountered
• Manage and take ownership of the resolution process for all customer-related issues
• Keep confidential records and financial information private and secure
• Document customer contacts and actions taken in systems
• Support with administrative tasks and testing of platform and system
• Communicate with airlines, vendors, and cross-department when needed
• Exceed crew members' expectations when managing bookings and requests
• Resolve queries by applying established company standard procedures

Qualifications

• Native Japanese (born and raised) required
• Fluent in Japanese language (verbal and written) – professional level
• Fluent in English language (verbal and written) – intermediate to professional level
• Knowledgeable in handling multiple queries and ticketing systems
• Preferably with two (2) years of experience in the Travel industry (no GDS required)
• Minimum high school diploma
• Previous customer service experience
• Adaptable, fast learner with the ability to creatively find customer solutions
• Flexibility in shift schedules and work hours
• Computer, high-speed internet connection, headset, and quiet workspace

Requirements

• Ability to quickly articulate technical and service values to solve issues
• Ability to learn quickly and maintain comprehensive knowledge of clients' products and services
• Ability to effectively navigate through multiple web applications and chat sessions simultaneously
• Strong phone handling skills and active listening
• Ability to multitask, prioritize, and manage time effectively
• Ability to work under pressure and deadlines in a fast-paced environment
• Strong analytical and organizational skills
• Strong problem-solving skills
• Team-player and adaptable
• Energetic and positive, with the ability to work independently and within a team
• High attention to detail