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About the Role

As a Customer Service Representative, you will work directly with airlines to book hotel and ground transportation services for pilots and flight crew worldwide. This role requires quick thinking and diligence to respond to last-minute changes and flight plans, ensuring excellent service standards and high customer satisfaction.

Responsibilities

Develop strong customer relationships and resolve customer queries through phone, e-mail, and chat in a fast and professional manner.
Create a positive company experience for the customer, vendors, and suppliers.
Provide accurate information about company products, services, and platform, and answer questions.
Escalate technical support issues when encountered.
Manage and take ownership of the resolution process for all customer-related issues to final resolution.
Keep confidential records and financial information private and secure.
Record details of customer contacts and actions taken, documenting in systems and using tickets.
Perform administrative tasks and testing of platform and system as requested.
Communicate with airlines, vendors, and cross-departments when needed.
Maintain high satisfaction standards and exceed crew members' expectations when managing bookings and requests.
Resolve queries by applying established company standard procedures and tactics.

Requirements

Native Japanese (born and raised) required.
Fluent in Japanese language (verbal and written) at a professional level.
Fluent in English language (verbal and written) at an intermediate to professional level.
Knowledgeable in handling multiple queries and ticketing systems.
Preferably with two (2) years of experience in the Travel industry (no GDS required).
Minimum high school diploma.
Previous customer service experience.
Adaptable, fast learner with the ability to creatively find customer solutions.
Flexibility in shift schedules and work hours.
Must have a computer, high-speed internet connection, headset, and a quiet workspace.

Skills

Ability to quickly articulate technical and service values to solve issues.
Ability to learn quickly and maintain comprehensive knowledge of clients' products, services, platforms, and systems.
Ability to effectively navigate through multiple web applications and chat sessions simultaneously in a prompt, friendly, and professional manner.
Strong phone handling skills and active listening.
Ability to multitask, prioritize, and manage time effectively.
Ability to work under pressure and deadlines in a fast-paced environment.
Strong analytical and organizational skills.
Strong problem-solving skills.
Team-player and adaptable.
Energetic and positive, with the ability to work independently and within a team.
High attention to detail.

Location

Remote

Work Type

Work-from-home
Full-time

Experience Level

2 years of experience in the Travel industry preferred

Education Level

Minimum high school diploma

Salary/Compensations

Competitive compensation

About the Company

Our Client is a world-leading Travel Provider for the Airline Industry.