Customer Service - Japanese Speaker

JAC Recruitment; Jakarta Pusat; On-site; IDR 111,600,000 - 156,240,000; Full time

Job summary

JAC Recruitment is seeking a bilingual Japanese-English customer service professional to manage hotel bookings, respond to inquiries, and resolve issues in a fast-paced environment. You will coordinate with Sales, Product, and suppliers to ensure smooth operations and high levels of customer satisfaction.

The role requires JLPT N3 or higher and experience in hospitality or travel-related client services. The candidate should be organized, professional, and able to multitask effectively.

Qualifications

• Fluent in Japanese and English with strong written and verbal communication skills.
• JLPT certification at N3 level or above is required.
• Experience in customer service, hospitality, travel, or related client-facing roles is preferred.
• Excellent interpersonal and relationship-building abilities are essential.
• Ability to handle multiple priorities and deadlines in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills are necessary.
• Adaptability to a dynamic and changing business environment is important.
• Professional demeanor, emotional intelligence, and customer-focused mindset are expected.
• Strong computer literacy and analytical skills, with ability to work collaboratively in a team.

Responsibilities

• Manage hotel bookings and reservations with accurate confirmations and supplier records.
• Handle customer enquiries by phone and email with prompt, professional support.
• Resolve booking-related issues and coordinate alternative accommodations as needed.
• Collaborate with Sales, Product, and suppliers to investigate and resolve concerns.
• Identify operational or system issues and escalate to relevant teams for follow-up.
• Contribute to business retention by delivering outstanding service and promoting online booking solutions.
• Coordinate with Finance and other departments regarding booking administration and payment status.
• Maintain accurate records and ensure professional handling of all customer interactions.

Skills

Bilingual Japanese-English

Customer service

Communication skills

Interpersonal skills

Problem-solving

Adaptability

Teamwork

Computer literacy

Analytical skills

Job description

Responsibilities

• Manage hotel bookings and reservations, ensuring confirmations are processed accurately and supplier details are properly recorded




• Handle customer enquiries by phone and email, providing prompt and professional support in line with service standards




• Resolve booking-related issues and coordinate alternative accommodation arrangements when required




• Work closely with Sales, Product, and supplier partners to investigate and resolve customer concerns efficiently




• Identify operational or system-related issues and escalated them to the relevant internal teams for follow-up and resolution




• Contribute to business retention by delivering outstanding customer service and promoting online booking solutions




• Coordinate with Finance and other departments regarding booking administration, payment status, and related processes




• Maintain accurate records and ensure all customer interactions are handled professionally and effectively

Requirements

• Fluency in both Japanese and English, with strong written and verbal communication skills




• JLPT certification at N3 level or above




• Previous experience in customer service, customer support, hospitality, travel, or another client-facing environment




• Excellent interpersonal and relationship-building abilities




• Ability to work comfortably in a fast-paced environment while managing multiple priorities and deadlines




• Strong problem-solving and conflict-resolution skills




• Adaptability and the ability to perform effectively in a dynamic and changing business environment




• High level of professionalism, emotional intelligence, and a customer-focused mindset




• Strong computer literacy and analytical skills




• Ability to work collaboratively within a team while organising and prioritising workloads effectively

About the company

A global company in the travel technology industry operating a business-to-business marketplace that connects accommodation providers and other travel suppliers with travel buyers. The organisation uses technology, data, and market expertise to support booking and travel distribution across international markets.