Customer Experience Specialist - Japanese Speaking

Delta Air Lines Inc; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Delta Air Lines is seeking a Customer Experience Specialist fluent in Japanese and English to connect with customers. This role involves handling calls, providing solutions, and promoting services within a dynamic team. Candidates should embrace diversity and be flexible with scheduling, ensuring excellent service delivery.

Benefits

Monthly Salary + Language Allowance

Opportunities for Performance Incentives

Comprehensive health & wellness benefits

Unlimited flight benefits

Career development programs

Mental health counseling sessions

Qualifications

• Native level or JLPT N1 qualifiers for Japanese language.
• Proficiency in written and spoken English required.
• Excellent telephone etiquette and communication skills.

Responsibilities

• Handle calls primarily in Japanese and occasionally in English.
• Build customer relationships and ensure timely resolution.
• Sell travel-related services and optimize booking opportunities.

Skills

Communication

Customer Service

Flexibility

Education

Diploma or higher

Job description

Customer Experience Specialist (Japanese speaking)

Job Summary:

Customer Experience Specialists connect with customers via phone and create an experience where customers know they have been heard and understood and feel valued and important.

In this position, you will have to:

• Handle calls primarily in Japanese language to attend to our global customers who converse in this language. Occasionally, you may also be asked to handle calls in English

• Work 40 hours per week with two consecutive days off

• Answer calls in an efficient, courteous, and accurate manner

• Assess customer needs

• Offer solutions and additional products

• Interact with a globally diverse group of customers and colleagues

• Build customer relationships and ensure timely response and resolution of issues

• Perform all jobs related to effective customer service to our passengers regarding their flight arrangements with our airline

• Sell travel-related services and promote credit card vendor partner products

• Optimize booking opportunities and promote member retention and loyalty

• Have a professional attitude with excellent dependability, flexibility in a fast-paced environment, and the ability to handle stressful situations

• Able to learn and react quickly

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Monthly Salary of SGD 3100 + language allowance of SGD500

• Opportunities to earn additional monthly performance incentive after completing the six month’s probation period

• Industry-leading profit sharing

• A diverse & inclusive culture of People Engagement and an Environment of Open Door Policy

• Comprehensive health & wellness benefits including medical, dental, and life benefits

• Paid training includes instruction, observation, exams and performance measures

• Unlimited flight benefits on Delta & Discounted Fares on Other participating Airlines under the Zonal Employee Discount Program

• Career development programs are available for your long-term career goals

• Exclusive access to 12 free mental health counseling sessions per year for employees and their household members

If you believe you are the one we are seeking, apply here and attach your resume giving full details of qualifications, experience as well as current and expected salary.

What you need to succeed (minimum qualifications)

• Embraces diverse people, thinking, and styles

• Consistently makes safety and security, of self and others, the priority

• Must be a Singapore citizen or Singapore Permanent Resident.

• Native level or JLPT N1 qualifiers for Japanese language

• Proficiency in written and spoken English to meet essential job functions for training and internal communications

• Computer skills and comfort with navigating software applications, email, instant messaging, and internet searches

• Excellent telephone etiquette, good written and verbal communication skills

• You will be accountable for meeting individual (KPIs) and team goals

• Must have a flexible schedule as this position will require you to work weekends and holidays

Compensation and Training:

Successful candidates will participate in a comprehensive classroom and on-the-job training. Classroom training includes instruction, observation, exams and performance measures.

After training, we will assign new employees to a shift that may be significantly different than your training shift and will include two consecutive days off likely midweek. New employees will remain on that shift until the employee is eligible to bid on a shift they select. New hires are eligible to bid on a new shift during the first shift bid following completion of new hire training. Swaps will be available after shift bid are finalized to allow flexibility for employees to manager their work schedules.

Employees bid on preferred shifts every 3-4 months. New hires are often awarded AM shifts with midweek days off until they are able to hold different shifts based on seniority. Delta is a 24/7 operation, and we will always have customers that need us.

What will give you a competitive edge (preferred qualifications)

• Preferred Diploma holders and above and/or have relevant work experience in a contact center environment.