Customer Service Representative - Japanese

WebBeds Services Inc.; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

WebBeds is seeking a Customer Service Associate in the Philippines to be the frontline for hotel and supplier queries, ensuring bookings are confirmed and issues resolved. You will handle inquiries by phone and email, liaise with Sales, Product and suppliers, and play an active role in converting and retaining business through high-quality service.

Key responsibilities include booking management, query resolution, alternative accommodation handling, cross-functional liaison, system issue

Qualifications

• Fluent English and Japanese required.
• Experience in customer-facing roles.

Responsibilities

• Booking management: Confirm and manage bookings from allotment and free sale, ensuring references.
• Provide alternate accommodation for denied bookings and minimise disruption.
• Liaise with Sales, Product and suppliers to resolve issues and escalate when needed.
• Identify and report system errors to Supervisor/IT for resolution.
• Retain and convert business by delivering high-level service and promoting the WebBeds online system.
• Follow up on mapping and payments with the accounts department.

Skills

Fluent English

Fluent Japanese

Customer-facing

Communication

Interpersonal skills

Pressure handling

Conflict resolution

Emotional intelligence

Analytical ability

Teamwork

Organisational skills

Tools

Advanced computer skills

Job description

What you will do on your journey with WebBeds

As a Customer Service Associate, you will be the frontline contact for hotel and supplier queries, ensuring bookings are confirmed, issues are resolved, and customers receive the level of service WebBeds is known for. You will handle enquiries via phone and email, liaise with Sales, Product, and suppliers to close out issues efficiently, and play an active role in converting and retaining business through consistently high-quality service.

Key responsibilities

• Booking management: Confirm and manage bookings from allotment and free sale, clearing pending and on-request bookings and ensuring supplier references are in place.
• Customer query resolution: Respond to customer queries via phone and email within agreed SLAs, providing accurate information and timely resolutions.
• Alternative accommodation handling: Provide alternate accommodation for denied bookings, working proactively to minimise disruption for customers.
• Cross-functional liaison: Liaise with Sales, Product, and suppliers to resolve customer issues efficiently, escalating directly to hotels and suppliers when needed to close complaints.
• System issue reporting: Identify and report system errors and limitations to your Supervisor and IT, ensuring issues are flagged and tracked for resolution.
• Business retention and conversion: Retain and convert business by delivering a high level of customer service and promoting the WebBeds online system.
• Financial follow-up: Follow up on mapping and payments with the accounts department, ensuring booking-related financial processes are completed accurately.

The skills we would love to see in your suitcase

• Fluency in spoken and written English and Japanese (mandatory)
• Experience working in a customer-facing role
• Strong communication and interpersonal skills
• Ability to work under pressure and to tight deadlines
• Demonstrate a capability to work in a changing environment and show strong conflict resolution skills
• High level of emotional intelligence, keeping an even temperament and a can-do attitude
• Advanced computer skills and strong analytical ability.
• Team working skills with the ability to organise, plan effectively, and prioritise tasks to manage multiple activities.

Web Travel Group is a global B2B organisation servicing the travel industry, connecting hotels and other travel sellers to a diverse network of travel buyers all over the world through our trade only digital travel marketplace brand –WebBeds.

WebBeds provides powerful distribution solutions that make selling and buying travel easier.

WebBeds connects hotels to sell rooms with travel buyers looking to find rooms for their customers, the travelling public.

WebBeds partners are supported through a truly global footprint, we have a team of 2,000+ people in 120+ cites across 50+ countries speaking 50+ languages - all focused on ensuring WebBeds delivers value, choice, expertise and an unrivalled level of service.

Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products through WebBeds by connecting to a global network of online and offline travel buyers through cutting edge solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices – saving costs and increasing revenue.

Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they cansearch, shop and book online through one of WebBeds trade only booking sites.