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
