Customer Service Officer

ExoTravel

Company

ExoTravel

Job ID

154465

Location

Work remotely from anywhere in Japan, Tokyo, Japan

Post date

Dec 23, 2024

Industry

Tourism / Travel / Hospitality

Function

Other Hospitality, Hotel, Restaurant, Tourism

Work Type

Full Time / Entry Level

Remote work

Available

Salary

¥280,000 ~ ¥350,000 / Month

• Negotiable

The Customer Care Specialist responsibilities include providing quality customer service to customers via incoming or outgoing phone calls/emails. To be successful in this role, you should be an excellent communicator who’s able to earn our agents’ and clients' trust. Ultimately, you will help establish the reputation that EXO Travel can offer excellent customer support during all sales and after-sales procedures.



Responsibilities:
To assist clients while they are on the ground in Japan, 365 days a year.
Monitor in real time weather and transport that might impact our clients holiday.
Help clients have the best Japan holiday possible.
To be in charge of emergency phone, call support for suppliers and customers on the
ground.
Handle complaints from customers/agents and provide timely solutions.
Impart customer care skills knowledge and provide training to other teams.
To help and assist Customer care team and manager.



Qualifications:
Bachelor’s degree or higher in relevant field.
Minimum 3 years’ international experience / experience in the Tourism Industry
Good command of spoken and written English and Japanese.
Must currently reside in Japan
インバウンド旅行業での勤務経験（経験者優遇）(preferred)
カスタマーサービスの勤務経験（欧米人向け接客経験優遇） (preferred)



Skills:
Ability to build strong relationships with key accounts
Excellent communication and negotiation skills.
Self-motivated and ability to manage multiple tasks.
Strong service mindset, team player, detail oriented with ability to work autonomously.
Comfortable taking calls from suppliers in Japanese, and communicating in English in a professional setting


Excellent skills in Microsoft Office & Travel software.



Work Day:

5 days a week working
9 hour shifts between the hours of 7:00 to 21:00
90 minute break per shift.
Some weekend and National Holiday shifts will be required. For all weekend or National Holiday shifts worked, you will receive a day off in lieu.

The Customer Care Team is responsible for monitoring an emergency phone outside of normal operating hours. This is rotated among team members. As the team grows each member should only have the phone 1-2 times per week at the max.


Preference will be given to candidates who can work most weekend shifts and/or late night shifts.



Holiday / Vacation:
2 days off per week as well as days off in lieu for public holidays
Paid leave: 10 days in the 1st year, building up to a maximum of 20 days in year 7.
5 days of paid sick leave per year

Location:
The Customer Care Team is a remote based team. Staff currently work in Tokyo, Aichi, Mie, Hiroshima, Osaka and Hokkaido. While the team works remotely, some initial training in Tokyo is required. Depending on circumstances the Tokyo training will be between 2-4 weeks with supplemental training provided remotely.





Note: This job description is not intended to be all inclusive. Incumbent may perform other duties as negotiated to meet the ongoing needs of the organisation.