Overview
A global travel company is seeking a bilingual Travel Operator / Customer Service Coordinator to support inbound group travelers visiting the U.S.
You will manage pre-departure arrangements, provide real-time support during travel, and ensure smooth post-trip follow-up.
This role requires excellent communication skills, strong attention to detail, and the ability to handle time-sensitive issues with professionalism and care.
Responsibilities
1. Pre-Departure Coordination (Japan-side Arrangements)
Review and confirm travel arrangements prepared by the Japan team.
Coordinate final confirmations with guides, transportation providers, and other suppliers.
2. On-Site Support While the Group Is in the U.S.
Handle itinerary changes, additional requests, and adjustments after arrival.
Respond to customer inquiries via phone and email, including complaints or service issues.
Provide emergency support (e.g., illness, unexpected incidents, logistical issues).
3. Post-Trip Follow-Up
Report outcomes and trip details to the Japan team.
Process invoices from guides and suppliers.
Prepare invoices for the Japan team and arrange payments to local partners.
Resolve customer inquiries and claims through timely and professional follow-up.
4. Additional Responsibilities
Collaborate with internal departments to ensure seamless service delivery.
Maintain strong relationships with guides, suppliers, and partners.
Stay informed on industry trends and best practices to support continuous improvement.
Qualifications
Japanese/English bilingual proficiency (spoken and written).
Experience in customer service, travel, or hospitality preferred.
Strong organizational skills with close attention to detail.
Excellent communication skills and a customer-centric mindset.
Ability to handle multiple tasks under pressure and respond quickly to urgent issues.
Proficiency with MS Office and standard business tools.
Positive attitude and commitment to high-quality service.
Knowledge of the travel industry is a plus.
Other / Miscellaneous
Work style: Hybrid (LA office, minimum 1+ days/week depending on business needs).
Occasional weekend or shift-based work may be required based on group schedules.