Travel Experience Specialist

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

Qualifications

• 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
• Ability to work individually as well as a team
• A high level of emotional intelligence

About the Role

This is a multitasking role that involves managing the customer support phone line, inbox, and TESS (our customer support ticketing system) to calmly, efficiently, and effectively deliver solutions. In the fast-paced world of travel, challenges are inevitable. You are the dependable customer support specialist who thrives on resilience and determination, always ready to turn situations around so our customers can continue their journey without a hitch.

Benefits

• Annual discretionary performance (individual and company related) bonus
• Familiarisation trips to our destination countries
• 20 days annual leave, rising by one day each year to a maximum of 23 days
• 13 paid public holidays
• Day off on your birthday
• Volunteering leave
• Employee Assistance Program
• Designated learning and development time
• Employer retirement contributions