Native Japanese Speaker - Customer Service Representative – Travel (Remote)

Our Client is a world-leading Travel Provider for the Airline Industry. As a CSR, you will work directly with airlines to book hotel and ground transportation services for pilots and flight crew as they arrive at different airports worldwide. This includes responding to last-minute changes and flight plans. It is exciting, challenging, and rewarding work requiring quick thinking and diligence.

We have immediate openings in a work-from-home position with competitive compensation.

Role Summary

You will act as an expert and liaison, providing product/services information and resolve any emerging problems that the company's customer accounts and clients might face with accuracy and efficiency. You will become and act as the expert in the application features and functions of the booking platform. The target is to ensure excellent service standards, respond efficiently and fast to customer inquiries and issues while maintaining high customer satisfaction.

Key Responsibilities

Develop strong customer relationships and will be responsible for resolving customer queries through phone (outbound and inbound calls), e-mail and chat in a fast and professional manner

Create a positive company experience for the customer, vendors, and suppliers

Provide accurate information about the company's products or services including their platform and answering questions

Escalation of technical support issues when encountered

Manage and take ownership of the resolution process for all customer related issues to final resolution

Keep confidential records and financial information private and secure

Record details of customer contacts and action taken – document in systems and use tickets

Other duties may be requested for support including administrative and testing of platform and system

Communicating with the airlines, vendors, and cross-department when needed

Keep high satisfaction standards and exceed crew members expectations when managing bookings and requests

Resolve queries by applying established company standard procedures and tactics

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, head-set and quiet workspace

Required Skills

Ability to quickly articulate technical and service values to solve issues

Ability to learn quickly and maintain a current, comprehensive knowledge of client's products and services including their platforms and systems

Ability to effectively navigate through multiple web applications and multiple chat sessions simultaneously in a prompt, friendly and professional manner

Strong phone handling skills and active listening

Ability to multitask, prioritise, and manage time effectively

Ability to work under pressure and deadlines in a fast-paced environment

Strong analytical and organisational skills

Strong problem-solving skills

Team-player and adaptable

Energetic and positive, with the ability to work independently a within the team

High attention to details

Native Japanese Speaker - Customer Service Representative Travel (Remote)