Hawaii - Japanese Speaking Associate-Customer Service Waikiki

JTB Hawaii Travel, LLC (JHT) is Hawaii's market leader in innovative entertainment and travel services, evolving from on-the-ground travel support to a full-fledged destination management company (DMC).

About the role

The Associate in the CS Waikiki department delivers professional customer service through in-depth knowledge of tour offerings, ensuring accurate and relevant support for clients.

Responsibilities

• Customer Service (30%): Provide general information on dining, shopping, and optional tours. Support Japanese and non-Japanese customers at various plaza locations, via telephone, in-person briefings, and the “RAKU-Navi” system before their departure from Japan.
• Sales (30%): Sell and book optional tours and other merchandise. Contact the Options department/vendor for booking confirmations. Process payments, enter data into the system, gather relevant information, and verify optional tour reports. Balance and close daily cash and credit card sales; handle deposits and verify cash on hand.
• Problem Resolution (20%): Resolve customer concerns and issues, and assist with emergency situations. Report extraordinary incidents (e.g., accidents, flight delays, missing/damaged baggage) to the supervisor and CS Operations team.
• LOOK/Chart Group Preparation (20%): Prepare documents and materials for arrival tours. Review itineraries and arrangements, create simulations for incoming groups, and plan workflow based on updated movements. Adjust tour arrangements as needed and inform CS Headquarters or relevant staff. Prepare documents and complete required paperwork for arrival, departure, and in-house tours. Review rooming lists from hotels to confirm special requests (e.g., room category, bed type, view). Inventory vouchers, meal coupons, office supplies, and other equipment. Meet with tour groups to adjust and finalize itineraries for smooth operation.
• Other Duties: Perform special projects and miscellaneous duties as assigned by management.

Requirements

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

Skills

• Problem-solving skills to flexibly meet customer demands.
• Ability to work independently and cooperatively with others in a professional and positive manner.
• Ability to exercise self-control and handle stressful situations and upset customers.
• Ability to work with concentration, accuracy, and attention to detail.
• Ability to handle multiple tasks simultaneously.

Working Conditions

• Hours: Normal business hours are 8:00 am to 5:00 pm, Sunday – Saturday, including holidays. Regular attendance is required, and you may be asked to work after normal business hours or on weekends.
• Environment: Primarily an air-conditioned office. Offsite work may be required to support LOOK, large tours, and VIPs. Exposure to varying weather conditions, noise, pollution, dust, fumes, and vehicle exhaust.
• Equipment Used: General office equipment (phones, fax, copier, personal computer, scanner) and software (Windows OS, MS Office).
• Physical Demands:
  • Constant: Vision, hearing, eye-hand-foot coordination.
  • Frequent: Standing, walking, bending, forward reaching, grasping, handling, finger dexterity.
  • Occasional: Pushing, pulling/lifting/carrying 25–50 pounds, lifting/carrying over 50 pounds, running, stair climbing, squatting, kneeling, stooping, crouching, overhead reach.
  • Seldom: Pulling over 50 pounds, twisting, side bending.
  • Not applicable: Crawling, climbing.
• Communication Demands:
  • Constant: Talking to customers, reading.
  • Frequent: Talking and written communication with co-workers, outside vendors, telephone communication, responding to verbal/written requests, receiving verbal instructions.
  • Occasional: Written communication to customers/vendors, receiving written instructions, writing/composing, visiting/working at different worksites.
  • Not applicable: Supervising others, training/giving verbal instructions.

Pay

$17.00 to $22.50 hourly.