Customer Service Associate - Waikiki (Japanese Speaking)

Colonial Group; East Honolulu (HI); On-site; USD 23,000 - 30,000; Full time

Job summary

JTB Hawaii Travel, LLC in Honolulu, HI is seeking an Associate in the CS Waikiki division. The role focuses on delivering professional service to touring clients and coordinating reservations for both Japanese and non-Japanese guests.

The position emphasizes sales of optional tours, accurate itinerary handling, and timely problem resolution within a busy hospitality environment.

Qualifications

• Must be able to speak, read and write English and Japanese.
• Knowledge of the tour industry, tour movements, and arrangements; understand Japanese culture and etiquette.
• Basic computer systems, MS Office, email, and standard office equipment.
• Accurate math skills including 10-key calculator to compute rates, ratios and percentages.
• Knowledge of customer service principles, including telephone etiquette and business protocol.

Responsibilities

• Provide professional customer service; brief Japanese and non-Japanese clients with reservations and adjust itineraries.
• Sell and book optional tours and other merchandise; coordinate with Options department for confirmations.
• Balance daily cash and credit card sales; process payments and enter data in the system.
• Resolve customer concerns and assist with emergencies; report incidents to supervisor and operations team.
• Prepare documents for arrivals/departures; review itineraries and manage look/chart group preparation.

Skills

English & Japanese fluency

Tour industry knowledge

Basic computer skills

10-key calculator

Customer service principles

Education

High school diploma

1+ year travel industry experience

Tools

MS Office

Job description

JTB Hawaii Travel, LLC

Job Description

Position Title

Associate

Date

October 2025

Division

Customer Service Division

Reports to

CS Waikiki, Supervisor

Department

CS Waikiki

Direct Reports

N/A

Job Rank

1

FLSA Status

Non-Exempt

Pay Grade

Hawaii-Non-Exempt 1

Remote Work Status

N/A

Home Office Location

Honolulu, HI

Dayforce Code

Hawaii-Associate-CS Waikiki

Pay Range

$17.0 to $22.50 hourly

CS Waikiki department deliver professional customer service through in-depth knowledge of tour offerings, ensuring accurate and relevant support for clients.

PRIMARY RESPONSIBILITIES

Provide professional quality customer service; briefing Japanese and non-Japanese clients with tour reservations, and adjust and finalize itineraries.

Essential Job Functions

• 30% Customer service:
  1. Provide general information on dining, shopping, optional tours, etc.
  2. Support Japanese and non-Japanese customers at various plaza locations, telephone or in-person briefing, and “RAKU-Navi” system for customers before their departure from Japan.
• 30% Sales:
  1. Sell and book optional tours and other merchandise.
  2. Occasionally contact Options department/vendor for booking confirmations.
  3. Process payments, enter data into the system, gather relevant information, and verify optional tours reports.
  4. Balance and close daily cash and credit card sales; handle deposits, verify cash on hand.
• 20% Problem resolution:
  1. Resolve customer’s concerns and issues and assist with emergency situations.
  2. Report to supervisor and CS Operations team of any extraordinary incidents with tours, such as accidents, long flight delays, missing and/or damaged baggage, etc.
• 20% LOOK/Chart Group Preparation:
  1. Prepare documents and materials for arrival tours. Review itinerary and arrangements, create simulation for incoming groups, and plan workflow according to updated movements.
  2. Adjust tour arrangements when necessary and inform CS Headquarters and/or relevant staff.
  3. Prepare documents and complete required paperwork for arrival, departure, and in-house tours.
  4. Review rooming lists from hotels to ensure special requests such as category, room type, bed type, and view are confirmed.
  5. Inventory vouchers, meal coupons, office supplies, and other equipment and materials.
  6. Meet with tour groups to adjust and finalize tour itinerary for smooth operation.

Other Duties

1. Perform special projects and other miscellaneous duties as assigned by management.

Minimum Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

1. High school diploma; or equivalent combination of education and experience.
2. Possess more than 1 year of experience in the travel industry or equivalent skills.

Skills and Knowledge

1. Must be able to speak, read and write in English and Japanese.
2. Possess knowledge of the tour industry, tour movements, and arrangements; possess understanding of Japanese culture and etiquette.
3. Possess working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
4. Possess accurate math skills including usage of 10-key calculator, to be able to compute rates, ratios, and percentages.
5. Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Working Hours

1. Normal business hours: 8:00 am to 5:00 pm, Sunday – Saturday, including holidays.
2. Regular attendance is required for this position and you may be required to work after normal business hours and/or on weekends.

Working Environment

1. Air-conditioned office.
2. Work offsite as necessary to provide various support services for both LOOK, large tours, and VIPs.
3. Subject to varying weather conditions, up to and including, noise, pollution, dust, fumes and vehicle exhaust.

Equipment Used

• General office equipment including phones, fax, copier, personal computer, scanner, etc.
• Software includes the use of Windows operating system, MS Office.

Physical and Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

1. Problem-solving skills to flexibly meet demands of customers.
2. Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.
3. Able to exercise self-control and handle stressful situations and upset customers.
4. Able to work with concentration, accuracy, and attention to detail.
5. Able to handle multiple tasks simultaneously.
6. Constant – vision, hearing, eye-hand-foot coordination;
7. Frequent – standing, walking, bending, forward reaching, grasping, handling, finger dexterity
8. Occasional – pushing, pulling/lifting/carrying less than 25 pounds to 50 pounds, lifting and carrying more than 50 pounds, running, stair climbing, squatting, kneeling, stooping, crouching, overhead reach;
9. Seldom – pulling more than 50 pounds, twisting, side bending;
10. Not applicable – crawling, climbing.

Communication Demands

1. Constant – talking to customers, reading;
2. Frequent – talking and written communication to co-workers, talking to outside trades persons/vendors, talking on the telephones, responding to written or verbal requests of vendors, receiving verbal instructions;
3. Occasional – written communication to customers and outside trades person/vendors, receiving written instructions, writing/composing written language, visiting/working at different worksites;
4. Not applicable – supervising others, training/giving verbal instructions.