Hawaii - Japanese Speaking Associate, Customer Service Headquarters

PRIMARY RESPONSIBILITIES

• Coordinate and communicate tour-related information between Japan offices, vendors, and various departments.
• Manage itinerary updates, emergency reports, and logistical adjustments.
• Itemize finalized tours and inform pertinent departments of details such as hotel duration, categories, and flight changes.
• Create standardized arrangement forms for the entire Customer Service Division and oversee vehicle dispatch coordination.
• Report any major incidents that occur during the tour's stay in Hawaii to the Japan office and other relevant personnel.
• Remotely update and release necessary information to customers through the ‘Oli ‘Oli App and monitor screens on view at each Plaza locations.
• Communicate, report, resolve issues, and act as a liaison among various tour operation areas such as various Customer Service Division departments, Japan offices, and Mainland USA.
• Communicate with tour vendors to make requests and adjustments, including occasional tour waiver requests.

Essential Job Functions

• Record information in the master file to support the bill check department in issuing invoices to the Japan offices.
• Issue and inventory meal coupons.
• Provide tour-related information to support all affiliated departments, companies, and personnel, including Japan offices and group affiliates.

Other Duties

• Performs special projects and other miscellaneous duties as assigned by management.

Minimum Qualification Requirements

• High school diploma; or equivalent combination of education and experience.
• More than 1 year of experience in the travel industry or equivalent skills.
• Knowledge of the tour industry, tour movements, and arrangements; understanding of Japanese culture and etiquette.
• Working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
• Accurate math skills including usage of 10-key calculator, to be able to compute rates, ratios, and percentages.
• Knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.

Education and Experience

• High school diploma; or equivalent combination of education and experience.
• More than 1 year of experience in the travel industry or equivalent skills.

Skills and Knowledge

• Speak, read, and write in English and Japanese.
• Possess knowledge of the tour industry, tour movements, and arrangements; possess understanding of Japanese culture and etiquette.
• Possess working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
• Possess accurate math skills including usage of 10-key calculator, to be able to compute rates, ratios, and percentages.
• Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.

Working Conditions

• Air-conditioned office.
• Work offsite as necessary to provide various support services for both LOOK, large tours, and VIPs.
• Subject to varying weather conditions, up to and including, noise, pollution, dust, fumes and vehicle exhaust.

Equipment Used

• General office equipment including phones, fax, copier, personal computer, scanner, etc.
• Software includes the use of Windows operating system, MS Office.

Physical and Mental Demands

• Constant – sitting, vision, hearing, eye-hand-foot coordination;
• Frequent – walking, bending, forward reaching, grasping, handling, finger dexterity;
• Occasional – pushing, pulling/lifting/carrying less than 25 pounds to 50 pounds, lifting and carrying more than 50 pounds, standing, running, stair climbing, squatting, kneeling, stooping, crouching, overhead reach;
• Seldom – pulling more than 50 pounds, twisting, side bending;
• Not applicable – crawling, climbing.

Communication Demands

• Constant – talking to customers, reading;
• Frequent – talking and written communication to co-workers, talking to outside trades persons/vendors, talking on the telephones, responding to written or verbal requests of vendors, receiving verbal instructions;
• Occasional – written communication to customers and outside trades person/vendors, receiving written instructions, writing/composing written language, visiting/working at different worksites;
• Not applicable – supervising others, training/giving verbal instructions.