Offer summary

Qualifications:

Fluency in Japanese and English is essential., Strong communication and interpersonal skills are required., Experience in customer service or hospitality is preferred., Ability to work flexible hours, including nights and weekends..

Key responsibilities:

Handle all incoming calls, emails, and chats from customers traveling within European territories.

Address queries and complaints from customers, suppliers, or hoteliers professionally.

Conduct feasibility reviews for itineraries and process service bookings accurately.

Provide emergency support and maintain customer relationships during tours.

Job description

About the Role

The key objective of this position is handling of tours and provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. This shall be done with a strong focus on high quality customer service. Customer Service Executive will also provide *** contact point for all emergency situations that may arise also expected to function as local PR agents and sales support to maintain existing customer relationships and to promote future business. We would welcome applicants with a pleasing personality and approachable nature.

Key Responsibilities

-Effectively handle all incoming calls, emails, chats for customers travelling within the Company’s European territories.

-Professionally dealing queries and/or complaints that may arise from customers, suppliers, or hoteliers.

-Conduct a feasibility review for itineraries to ensure they are user friendly and will run smoothly.

-Process and confirm all service bookings efficiently and accurately, paying attention to any special requirements of the customers.

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

-Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks.

-Meet-n-Greet customers and tour leaders during and outside office hours as/when required.

-Work on shift hours pattern including night shift, weekends, and bank holidays as/when require.

-Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise.

Required profile