Japan Customer Service Advisor

Reed are working with a Central Bristol based Travel Business, supporting with the hire of a Japanese speaking Customer Service Advisor.

Minimum requirement of business level Japanese verbal skills with a passion for providing outstanding customer service.

This role plays a crucial role in enhancing clients’ travel experiences. This position involves both proactive engagement to improve client experiences and reactive support to resolve any issues they may encounter. You will be a key member of the Customer Experience team, responsible for monitoring various travel-related factors and ensuring clients are well-informed and supported throughout their journeys.

Full time permanent role, with Sunday work involved. Working Sunday to Thursday, with Friday and Saturday as your days off. Sunday will be a work from home day due to the office being closed. You will receive 50% extra payment for any weekend working.

Day to Day of the Role:

• Monitor travel conditions, including air and rail services, weather events, and public health risks to proactively address potential travel disruptions.
• Respond to itinerary-related queries, assist with missed transfers, and manage serious incidents such as lost items or medical emergencies.
• Oversee customer support channels, including phone lines, email inboxes, and TESS (ticketing system), to ensure effective and efficient resolution of issues.
• Collaborate with operations and travel consultants to address and resolve customer experience issues.
• Troubleshoot during service disruptions and liaise with service providers to ensure continuity of service.
• Participate in projects aimed at enhancing service quality and client satisfaction during quieter periods.

About you:

• Proficiency in English and Japanese, with a preference for candidates holding JLPT N2 or higher, or a TOEIC score of 900 or higher.
• Excellent communication skills and a composed manner, particularly under pressure.
• Experience with and knowledge of travelling in Japan.
• Confident telephone manner in both English and Japanese.
• Proficiency in Microsoft Office and familiarity with various software applications.
• A strong passion for delivering exceptional customer service and a high level of emotional intelligence.
• Ability to work effectively both independently and as part of a team.

Benefits:

• Enhanced pay for weekend and holiday work.
• Discretionary annual performance bonus.
• Increasing annual leave entitlement with tenure, up to 28 days.
• Birthday leave.
• Enhanced parental leave policies.
• Employer pension contributions.
• Access to an Employee Assistance Program.
• Opportunities for volunteering leave.
• Designated time for learning and development.