Travel Experience Specialist

The role

Your role as a Travel Experience Specialist is twofold: proactively seeking opportunities to improve clients’ travel experience and reactively assisting in resolving inbound customer issues, concerns, or requests. As a key member of the Customer Experience team, you’ll play a pivotal role in delivering exceptional customer service while monitoring the day-to-day travel landscape.

Key responsibilities

• Monitor travel environments (e.g. transport, weather, health, safety) to identify potential risks or disruptions
• Review upcoming and in-progress trips to identify opportunities for service and quality improvements
• Manage all inbound customer queries, ensuring accurate logging in TESS
• Respond to and manage ongoing customer communications throughout their journey
• Resolve customer issues by coordinating with internal teams and external partners to ensure seamless service delivery
• Maintain ownership of customer cases through to resolution, ensuring a consistent and high-quality experience
• Participate in projects during low season in order to improve service quality

What We Are Looking for From You

• Fluent English and intermediate to advanced level of Japanese (preferably JLPT N2 or higher) OR
• Fluent Japanese speaker who has an advanced level of English (preferably a TOEIC score of 900 or higher).
• Excellent communication skills and a calm, composed manner
• Keen attention to detail and ability to remain calm under pressure
• Experience of travelling in Japan and knowledge of the country
• A confident phone manner in both English and Japanese
• Proficiency and confidence in using Microsoft Office and various software
• Passionate about customer service
• Able to work individually as well as a team
• A high level of emotional intelligence

About us

Inside Travel Group Ltd is a pioneering travel company with a passion for crafting extraordinary experiences in Japan. With offices in the UK, USA, Australia, and Japan, we have been connecting travelers to the heart and soul of Japan with our customised tours and unique travel experiences. Winning numerous awards for our innovative packages and services, we have built a reputation for excellence and sustainability in travel. Becoming B Corp certified in 2023 has further solidified our commitment to not just creating unforgettable holidays, but also to making a positive impact on the world.

Candidates must be located in one of the following states to be considered eligible for employment:

• AZ
• CA
• CO
• FL
• GA
• IN
• MI
• MN
• NC
• NJ
• NV
• OR
• PA
• TX
• VA