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Reed are working with a Central Bristol based Travel Business, supporting with the hire of a Japanese speaking Customer Service Advisor.
Minimum requirement of business level Japanese verbal skills with a passion for providing outstanding customer service.
This role plays a crucial role in enhancing clients’ travel experiences. This position involves both proactive engagement to improve client experiences and reactive support to resolve any issues they may encounter. You will be a key member of the Customer Experience team, responsible for monitoring various travel-related factors and ensuring clients are well-informed and supported throughout their journeys.
Full time permanent role, with Sunday work involved. Working Sunday to Thursday, with Friday and Saturday as your days off. Sunday will be a work from home day due to the office being closed. You will receive 50% extra payment for any weekend working.
Day to Day of the Role:
- Monitor travel conditions, including air and rail services, weather events, and public health risks to proactively address potential travel disruptions.
- Respond to itinerary-related queries, assist with missed transfers, and manage serious incidents such as lost items or medical emergencies.
- Oversee customer support channels, including phone lines, email inboxes, and TESS (ticketing system), to ensure effective and efficient resolution of issues.
- Collaborate with operations and travel consultants to address and resolve customer experience issues.
- Troubleshoot during service disruptions and liaise with service providers to ensure continuity of service.
- Participate in projects aimed at enhancing service quality and client satisfaction during quieter periods.
About you:
- Proficiency in English and Japanese, with a preference for candidates holding JLPT N2 or higher, or a TOEIC score of 900 or higher.
- Excellent communication skills and a composed manner, particularly under pressure.
- Experience with and knowledge of travelling in Japan.
- Confident telephone manner in both English and Japanese.
- Proficiency in Microsoft Office and familiarity with various software applications.
- A strong passion for delivering exceptional customer service and a high level of emotional intelligence.
- Ability to work effectively both independently and as part of a team.
Benefits:
- Enhanced pay for weekend and holiday work.
- Discretionary annual performance bonus.
- Increasing annual leave entitlement with tenure, up to 28 days.
- Birthday leave.
- Enhanced parental leave policies.
- Employer pension contributions.
- Access to an Employee Assistance Program.
- Opportunities for volunteering leave.
- Designated time for learning and development.
