Japanese Speaking Travel Guide 100% WFH (ID: 669009)

PERSOLKELLY Singapore Pte Ltd (Formerly Kelly Services Singapore Pte Ltd); Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Travel Guide fluent in Japanese. In this role, you will serve as the primary contact for Japanese-speaking members, ensuring high standards of customer service and satisfaction. You will manage inquiries, resolve issues, and provide training to staff, all while contributing to the improvement of operational efficiency. This position offers a unique opportunity to work in a vibrant environment where your skills in communication and customer service will shine. If you are passionate about travel and customer care, this is the perfect opportunity for you.

Qualifications

• Proficiency in Japanese to assist Japanese-speaking customers.
• 1+ years of experience in sales or service, preferably in travel.

Responsibilities

• Assist Contact Centre Manager in ensuring quality service standards.
• Handle escalated complaints and ensure customer retention.
• Provide coaching and training to Customer Care Specialists.

Skills

Japanese Language Proficiency

Customer Service

Sales Experience

Job description

Our client, a well-known MNC, is currently looking for a Travel Guide (Japanese Speaking).

Responsibilities

1. Assist the Contact Centre Manager to ensure all activities meet organizational requirements for quality assurance and high customer service standards.
2. Serve as the primary contact for assisting Pacific and global members, including Japanese speakers, with difficulties at resorts, in accordance with the Global Member Servicing Policy.
3. Supervise and ensure prompt resolution of Vacation Exchange check-in issues at resorts across the region.
4. Oversee and ensure that Vacation Exchange check-in deletions and relocations are completed within stipulated deadlines.
5. Handle escalated complaint cases, ensuring justified compensation is provided to members, while maintaining customer retention.
6. Monitor that internal staff deliver quality service to Japanese-speaking members, affiliated resorts, the public, and colleagues, including adherence to corporate standards.
7. Provide coaching and training to individual Customer Care Specialists within the team.
8. Assist the Contact Centre Manager with administrative and reporting functions to improve operational efficiency.
9. Mentor new hires to meet management expectations in complaint handling and customer service.
10. Supervise daily correspondence regarding general inquiries, feedback, and complaints via calls and emails.
11. Develop and manage a communication system to respond to member letters, faxes, and emails.
12. Support the Contact Centre Manager in identifying, implementing, and developing customer service strategies within Operations.
13. Perform other duties such as addressing internal and external inquiries, problem-solving, managing self-enrollments, updating resort profiles, and liaising with Account Managers.
14. Provide guidance, support, and advice to the sales team, complementing daily Customer Care responsibilities.

Requirements

1. Proficiency in Japanese to communicate effectively with Japanese-speaking customers.
2. At least 1 year of sales or service experience, preferably in the travel industry or a Contact Centre environment.

Note: Thank you for your application, but only shortlisted candidates will be notified.

PERSOLKELLY Singapore Pte Ltd | EA License No. 01C4394 • RCB No. 200007268E

EA Reg. No. (R1876083) (Stephanie Eve Nicholas-Hiramori)

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