Customer Service Executive (Japanese Speaking, JKT)

Kuoni Tumlare; Jakarta Selatan; Hybrid; IDR 100,440,000 - 167,400,000; Full time

Benefits offered by this job

Hybrid work model

International work environment

Diversity & Inclusion

Job summary

Kuoni Tumlare is seeking a Customer Service Executive in Indonesia to handle tours and provide dedicated support for customer satisfaction. You will be the first contact for emergencies and may act as a local PR agent while supporting sales to maintain relationships and promote future business.

Ideal candidates are fluent in Japanese (N1) with strong English skills, capable of working in a hybrid setup, and comfortable with night and weekend shifts as required.

Qualifications

• Must have Japanese language proficiency at JLPT N1 level or equivalent experience.
• Business level English is essential (written and spoken).
• 1-2 years in customer service/travel/call centre is desirable.
• Legal right to work in Indonesia at time of application; visa sponsorship not available.

Responsibilities

• Handle incoming calls, emails, and chats for customers traveling within the company’s European territories.
• Address queries and complaints from customers, suppliers, or hoteliers professionally.
• Review itineraries for user-friendliness and smooth operation.
• Process and confirm bookings accurately, noting special requirements.

Skills

Japanese N1

English proficiency

Customer service

Phone & email handling

MS Office

Tools

Microsoft Office

Job description

About Kuoni Tumlare:

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

About the Business:

Our Destination Management services form the core of our business. Together with our destination experts, our sales teams generate business and shape itineraries suited to our customers’ needs with real-time insider knowledge. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry-free.

About The Job:

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.

Responsibilities:

• Effectively handle all incoming calls, emails, chats for customers travelling within the Company’s European territories
• Professionally dealing queries and/or complaints that may arise from customers, suppliers, or hoteliers.
• Conduct a feasibility review for itineraries to ensure they are user friendly and will run smoothly.
• 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.
• Meet-n-Greet customers and tour leaders during and outside office hours as/when required.
• 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

Requirements:

• Applicants must have the legal right to work in Indonesia at the time of application, as visa sponsorship is not available for this position.
• The CV/resume must be submitted in English only.
• 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)
• The candidate must have Japanese language proficiency at JPLT N1 level (mandatory) or have prior experience living in Japan
• Native level fluency of Japanese is essential (both verbal and written)
• Any other language = desirable (e.g., Mandarin, Korean, Italian, French, Spanish)
• Computer literacy – experience in working with Microsoft Office

We are looking for someone who is:

• Passionate and want to learn tourism business especially wholesale
• Enjoying working in back office & operations
• Team player and with good communication skills
• Result oriented, creative and energetic.

What we offer:

• Hybrid working module
• Opportunity to work in an international environment.
• Diverse & Inclusive culture.
• Learning and training opportunities for growth.
• Dedicated Employee Engagement Activities.