Native Japanese Speaker - Customer Service Representative – Travel (Remote)

Workforce 360 Inc.; Manila; Remote; PHP 279,000 - 502,000; Full time

Job summary

Workforce 360 Inc. is seeking a Native Japanese Speaker to join our Travel Customer Service team in a remote capacity. You will handle airline-related bookings for hotel and ground transport, respond to last-minute changes, and ensure high customer satisfaction across phone, email, and chat.

The role emphasizes quick thinking, accuracy, and product knowledge of the booking platform, with a focus on delivering excellent service to pilots and crew worldwide.

Qualifications

• Native Japanese speaker required.
• Fluent in Japanese (verbal and written) at professional level.
• Fluent in English (verbal and written) at intermediate to professional level.
• Experience handling multiple queries and ticketing systems.

Responsibilities

• Respond to customer inquiries via phone, email, and chat to resolve issues quickly and professionally.
• Build strong relationships with customers, vendors, and suppliers.
• Provide accurate information about products and services via the platform.
• Escalate technical issues and manage resolution to final closure.
• Maintain confidential records and document customer interactions in the system.

Skills

Native Japanese

Fluent Japanese

Fluent English

Multi-tasking

Strong communication

Education

High school diploma

Tools

Ticketing systems

Job description

Native Japanese Speaker - Customer Service Representative – Travel (Remote)

Our Client is a world-leading Travel Provider for the Airline Industry. As a CSR, you will work directly with airlines to book hotel and ground transportation services for pilots and flight crew as they arrive at different airports worldwide. This includes responding to last-minute changes and flight plans. It is exciting, challenging, and rewarding work requiring quick thinking and diligence.

We have immediate openings in a work-from-home position with competitive compensation.

Role Summary

You will act as an expert and liaison, providing product/services information and resolve any emerging problems that the company's customer accounts and clients might face with accuracy and efficiency. You will become and act as the expert in the application features and functions of the booking platform. The target is to ensure excellent service standards, respond efficiently and fast to customer inquiries and issues while maintaining high customer satisfaction.

Key Responsibilities

• Develop strong customer relationships and will be responsible for resolving customer queries through phone (outbound and inbound calls), e-mail and chat in a fast and professional manner
• Create a positive company experience for the customer, vendors, and suppliers
• Provide accurate information about the company's products or services including their platform and answering questions
• Escalation of technical support issues when encountered
• Manage and take ownership of the resolution process for all customer related issues to final resolution
• Keep confidential records and financial information private and secure
• Record details of customer contacts and action taken – document in systems and use tickets
• Other duties may be requested for support including administrative and testing of platform and system
• Communicating with the airlines, vendors, and cross-department when needed
• Keep high satisfaction standards and exceed crew members' expectations when managing bookings and requests
• Resolve queries by applying established company standard procedures and tactics

Qualifications

• Native Japanese (born and raised) required
• Fluent in Japanese language (verbal and written) – professional level
• Fluent in English language (verbal and written) – intermediate to professional level
• Knowledgeable in handling multiple queries and ticketing systems
• Preferably with two (2) years of experience in the Travel industry (no GDS required)
• Minimum high school diploma.
• Previous customer service experience
• Adaptable, fast learner with the ability to creatively find customer solutions
• Flexibility in shift schedules and work hours
• Computer, high speed internet connection, head-set and quiet workspace

Required Skills

• Ability to quickly articulate technical and service values to solve issues
• Ability to learn quickly and maintain a current, comprehensive knowledge of client's products and services including their platforms and systems
• Ability to effectively navigate through multiple web applications and multiple chat sessions simultaneously in a prompt, friendly and professional manner
• Strong phone handling skills and active listening
• Ability to multitask, prioritise, and manage time effectively
• Ability to work under pressure and deadlines in a fast-paced environment
• Strong analytical and organisational skills
• Strong problem-solving skills
• Team-player and adaptable
• Energetic and positive, with the ability to work independently a within the team
• High attention to details