Customer Service Executive (Japanese Speaking)

DER Touristik Suisse AG; Jawa; Hybrid; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading travel management company seeks a Customer Service Executive in Indonesia, Jawa, to handle tours and ensure high customer satisfaction. The role involves managing customer inquiries, processing bookings, and acting as a local PR agent. Applicants must be proficient in Japanese at N1 level and have a strong understanding of the travel industry. The position offers a hybrid working model, a diverse environment, and growth opportunities.

Benefits

Hybrid working module

Opportunity to work in an international environment

Diverse & Inclusive culture

Learning and training opportunities for growth

Dedicated Employee Engagement Activities

Qualifications

• 1-2 years’ experience in customer service/travel industry/call centre is desirable.
• Business level of English is essential (both verbal and written).
• Japanese language proficiency at N1 level is mandatory.
• Computer literacy – experience in working with Microsoft Office.

Responsibilities

• Handle incoming calls, emails, and chats for customers within Company’s territories.
• Professionally deal with queries and complaints from customers and suppliers.
• Conduct feasibility reviews for itineraries to ensure user-friendliness.
• Process and confirm service bookings efficiently and accurately.
• Perform regular quality checks on services provided on tours.
• Meet-n-greet customers and tour leaders during and outside office hours.
• Act as an emergency response team during unexpected crisis situations.

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, Japan specialist 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 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.