Overview:
The dynamic leader in travel services, event planning and management, transportation, golf tours, and merchandising in the Hawaiian Islands is seeking a Customer Service Associate. The company has evolved from its roots in servicing inbound Japanese travelers to its current position as a creative and comprehensive global travel and entertainment solutions provider.
RESPONSIBILITIES:
– Operate telephone to provide answering service to clients. Assist customers at the JAS Clients Service Desk in providing information for various requests.
– Book and sell optional tours and gift products by telephone or the Internet.
– Record and deliver messages, furnish information, accept orders, and relay calls.
– Accept and convey messages to customers according to specific client instructions.
– Follow proper procedures and obtain information from the caller to handle emergency calls and resolve customers’ issues and concerns.
– Take customer information, arrange the services, and submit reservation requests to vendors by telephone and other systems.
– Update next shift on unresolved messages or incidents.
– Compute charges, receive charge card payments, and reconfirm tour details with the customer.
Qualification/Requirements:
Education and Experience:
– High school diploma or equivalent.
– At least 1 year of experience in a call center or customer service environment.
Skills and Knowledge:
– Must be able to speak, write, and read in English and Japanese.
– Strong listening and communication skills.
– Strong interpersonal and negotiation skills.
– Computer proficiency, including good data entry and typing skills.
– Knowledge of the tour industry, tour movements, and arrangements.
– Knowledge of Hawaii’s tourism infrastructure and understanding different countries’ tour characteristics and needs.
– Able to resolve customer conflicts and complaints in an effective and friendly manner.
– Able to define problems, collect data, establish facts, and draw valid conclusions.
– Flexible to react quickly and appropriately to challenging situations.
– Able to perform multiple tasks.
Working Conditions:
– Working Hours: Overnight Hawaii time 10 pm-6 am (HT), 1 am-9 am (PT), or 4 am-12 pm (ET).
– Regular business hours are 24 hours, Sunday – Saturday, including holidays-
– Full-time – up to 40 hours per week with overtime, as necessary.
Must be able to work a flexible schedule, any day of the week, including holidays.
– Part-time – up to 20 hours per week.
Must be able to work a flexible schedule any day of the week, including holidays.