Hawaii - Japanese Speaking Associate-Customer Service Waikiki

JTB Americas Ltd; Honolulu (HI); On-site; USD 23,000 - 32,000; Full time

Job summary

JTB Hawaii Travel, LLC in Honolulu, HI is seeking an Associate in the Customer Service Division. The role supports tour reservations for Japanese and non-Japanese clients, finalizing itineraries, and delivering professional service in a fast-paced travel environment.

You will handle tours, sales of optional experiences, and day-to-day operations including payments, data entry, and coordination with hotel partners.

Qualifications

• Education: High school diploma; 1+ year travel industry experience preferred.
• Must speak English and Japanese; knowledge of tour industry and etiquette.
• Basic computer skills including MS Office and email.

Responsibilities

• Provide professional customer service to Japanese and non-Japanese clients.
• Sell and book optional tours and other merchandise; process payments and verify reports.
• Balance daily cash and credit card sales; assist with arrivals, departures, and itineraries.

Skills

English & Japanese communication

Tour industry knowledge

Basic computer skills

10-key calculator

Customer service principles

Education

High school diploma

1+ year travel industry experience

Tools

MS Office

Windows OS

Job description

Reports To

CS Waikiki, Supervisor

Department

CS Waikiki

Company Description

JTB Hawaii Travel, LLC, (JHT) has evolved and expanded its operations, from an on-the-ground travel support services to inbound Japan travelers, to establishing itself as Hawaii's market leader in innovative entertainment and travel services. JTB Hawaii Travel continues to develop and integrate its expertise, experience and synergy in travel planning, destination promotion and event management as it seeks to further solidify its position as a full-fledged destination management company (DMC).

About JTB Hawaii Travel, LLC

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: $17.00 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

Percentage

Time Spent

Essential Job Functions

30%

Customer Service

• Provide general information on dining, shopping, optional tours, etc.
• 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

• Sell and book optional tours and other merchandise.
• Occasionally contact Options department/vendor for booking confirmations.
• Process payments, enter data into the system, gather relevant information, and verify optional tours reports.
• Balance and close daily cash and credit card sales; handle deposits, verify cash on hand.

20%

Problem Resolution

• Resolve customer's concerns and issues and assist with emergency situations.
• 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

• Prepare documents and materials for arrival tours. Review itinerary and arrangements, create simulation for incoming groups, and plan workflow according to updated movements.
• Adjust tour arrangements when necessary and inform CS Headquarters and/or relevant staff.
• Prepare documents and complete required paperwork for arrival, departure, and in-house tours.
• Review rooming lists from hotels to ensure special requests such as category, room type, bed type, and view are confirmed.
• Inventory vouchers, meal coupons, office supplies, and other equipment and materials.
• Meet with tour groups to adjust and finalize tour itinerary for smooth operation.

Other Duties

• Performs 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

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

Skills and Knowledge

• Must be able to speak, read and write in English and Japanese.
• Possess knowledge of the tour industry, tour movements, and arrangements; possess understanding of Japanese culture and etiquette.
• Possess working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
• Possess accurate math skills including usage of 10-key calculator, to be able to compute rates, ratios, and percentages.
• 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

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

Working Environment

• Air-conditioned office.
• Work offsite as necessary to provide various support services for both LOOK, large tours, and VIPs.
• 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.

• Problem-solving skills to flexibly meet demands of customers.
• Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.
• Able to exercise self-control and handle stressful situations and upset customers.
• Able to work with concentration, accuracy, and attention to detail.
• Able to handle multiple tasks simultaneously.
• Constant – vision, hearing, eye-hand-foot coordination;
• Frequent – standing, walking, bending, forward reaching, grasping, handling, finger dexterity
• 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, crou