Customer Service Coordinator (Japanese Speaking)

Tumlare Corporation; England; Remote; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Remote working module

Private medical insurance

Company pension scheme

International travel and businessTrips

Work in an international environment

Diverse & Inclusive culture

Opportunities to learn & grow

Dedicated wellbeing schemes

Job summary

Tumlare Corporation is seeking a Customer Service Executive to handle calls, emails and chats for customers travelling in Europe. You will maintain relationships, resolve issues quickly, and ensure smooth itineraries while supporting tour leaders and suppliers.

The role emphasizes excellent English and native Japanese, with a remote-friendly setup and opportunities to work in an international environment.

Qualifications

• 1–2 years in customer service, travel industry or call centre preferred.
• Business level English and native Japanese required.
• Other languages are desirable.
• Computer literacy with Microsoft Office.

Responsibilities

• Handle all calls, emails and chats for customers in Europe.
• Address queries and complaints with professionalism.
• Verify itineraries and confirm bookings accurately.
• Provide reports and support to tour leaders as needed.
• Assist during emergencies and coordinate with teams.
• Adhere to company standards and use in-house IT tools.

Skills

Customer service

English (Business)

Japanese (Native)

Multilingual communication

Communication

Problem solving

Team player

Microsoft Office

Tools

Microsoft Office

Call centre software

CRM systems

Job description

About the Department

Our Destination Management services form the core of our business. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travellers from over 50 countries can enjoy memorable travel experiences worry free.

About the Role

The key objective of this position is handling of tours and provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. This shall be done with a strong focus on high quality customer service. Customer Service Executive will also provide first contact point for all emergency situations that may arise also expected to function as local PR agents and sales support to maintain existing customer relationships and to promote future business. We would welcome applicants with a pleasing personality and approachable nature.

Key Responsibilities

• Handle all incoming calls, emails, chats for customers travelling within the Company’s European territories.
• Deal with customer’s queries, complaints as well as supplier/hotelier.
• Check itineraries to make sure they are feasible and will run smoothly.
• To process and confirm all service bookings efficiently and accurately, paying attention to any special requirements of the customers.
• Regular service quality checks and monitoring of services provided on tours.
• Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks etc.
• Meet-n-Greet customers and tour leaders during and outside office hours as/when required.
• Adhere to company standards, work on general operations and use all in-house IT tools effectively.
• Undertake project work as required, under suitable guidance.
• Work on shift hours pattern including night shift, weekends, and bank holidays as/when require.
• Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise.
• Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.

Job Requirements

To Succeed in the Role, You Should Have:

• 1- or 2-years’ experience in customer service/travel industry/call centre, is desirable.
• Previous Contact Centre technology knowledge is desirable
• Travel industry market & culture understanding/experience for APAC/EMEA desirable
• Business level of English is essential (both verbal and written)
• Native level fluency of Japanese is essential (both verbal and written)
• Any other language = desirable (e.g., Mandarin, Korean, Italian, French, Spanish)
• Good communication skills.
• Computer literacy – experience in working with Microsoft Office.

Attributes of The Role Hold

We Are Looking for a Person With:

• Self-motivated, enthusiastic, organized and able to prioritize workload in a fast-paced, dynamic and highly energized environment.
• Ability to work under pressure and work independently
• Excellent verbal and written communication skills.
• Strong problem-solving skills.
• Team player, with flexible and adaptable approach.
• Delivering Results
• Passionate about excellent customer service delivery
• Ability in navigating changes

What We Offer:

• A remote working module
• A benefits package that includes private medical insurance.
• Company pension scheme
• International travel and business trips.
• Opportunity to work in an international environment.
• Diverse & Inclusive culture.
• Opportunities to learn & grow.
• Dedicated wellbeing schemes.