Summary:
A leading Japanese travel company seeks a motivated and detail-oriented Inbound Customer Service Coordinator to join their dynamic team. The successful candidate will manage customer inquiries, coordinate travel arrangements, and provide outstanding client support.
Key Responsibilities:
1. Preparation before departure from Japan
– Understand and reconfirm the arrangements made by the person in charge (reconfirmation, etc.)
– Contact guides and vehicle companies (final confirmation)
2. Care for the group while they are in the US
– Handle changes to arrangements and additional requests after arriving in the US
– Handle phone calls and emails from customers (including complaints)
– Emergency response (dealing with illness or trouble)
3. After the group returns home
– Report to the Japan team
– Process invoices from guides and suppliers
– Create invoices for the Japan team
– Prepare for payment to local guides and suppliers
– Resolve customer complaints and inquiries promptly and professionally after returning home
(claims and other investigation requests)
4. Others
– Collaborate with other departments to ensure seamless service delivery.
– Stay updated on industry trends and best practices to provide the best possible service.
Qualifications:
– Previous experience in customer service, preferably in the travel or hospitality industry.
– Excellent verbal and written communication skills in Japanese and English.
– Excellent PC skills.
– Strong organizational skills and attention to detail.
– Ability to work effectively under pressure and manage multiple tasks simultaneously.
– A positive attitude and a passion for providing exceptional customer experiences.
– Knowledge of the travel industry is a big plus.
Working Hours:
Monday to Friday: 8:45 AM – 5:30 PM (ET).
Weekend and shift-based work may occasionally be required.