Japanese Answering Service Associate (Remote)

JTB Hawaii, Inc.; Hawaii; Hybrid; USD 23,000 - 31,000; Full time

Job summary

JTB Hawaii Travel, LLC is seeking a Japanese Answering Service Associate to join our 24-hour call center team in Hawaii. You will assist customers, provide information, and handle sales and booking of optional tours and golf activities by phone, email, and web.

The role emphasizes customer service (80%) and reporting (20%), with other duties assigned by management. Qualifications include high school diploma and 1+ year travel industry experience; must be fluent in English and Japanese and have

Qualifications

• Must be able to speak, read and write in English and Japanese.
• Knowledge of the tour industry and etiquette.
• Basic computer skills and MS Office proficiency.
• 1+ year travel industry experience preferred.

Responsibilities

• 80% Customer service: Use telephone, email, and website to provide service and manage bookings for partners and customers; upsell and book additional services.
• 20% Reporting: Complete daily reports; communicate follow-ups to the incoming shift; escalate as needed.
• Other duties as assigned by management.

Skills

English

Japanese

Customer service

Booking & upsell

Phone support

Education

High school diploma

Tools

MS Office

Windows OS

Job description

JTB Hawaii Travel, LLC

Dayforce Code: Hawaii-Associate-Japanese Answering Service

Pay Range: $17.00 to $22.50 hourly

Japanese Answering Service department is a 24-hour Japanese call center support service for our industry partners.

PRIMARY RESPONSIBILITIES:

Assist customers as the Japanese Answering Service client’s service desk by providing information on various inquiries. Handle the sale and booking of optional tours and golf activities via telephone, email, and website.

Essential Job Functions

• 80% Customer service: Use telephone, email, and website platforms to provide customer service and manage bookings for business partners and their customers. Upsell and book any additional services.
• 20% Reporting: Complete daily reports at the end of each call. Communicate any situations requiring follow-up to the incoming shift. Escalate situations to management, as needed.

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.

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: 24 hours, 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 and/or remote workplace.
• 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.

• Flexible in reacting to challenging situations and able to solve problems and complaints in a professional and timely manner.
• Must be self-motivated and resourceful; is willing to learn and find the resources to complete the job and/or respond to customer inquiries.
• Constant – sitting, grasping, handling, finger dexterity;
• Constant – vision and hearing;
• Seldom – standing, walking, bending, forward reaching, twisting, overhead reach;
• Not applicable – eye-hand-foot coordination, pushing, pulling, lifting, carrying less than 25 pounds, pulling, lifting, carrying 25 or more pounds, running, crawling, squatting, kneeling, stooping, crouching, climbing, side .bending.

Communication Demands

• Constant – talking and written communication to customers and outside trade persons, talking on the telephone to customers and outside trade persons/vendors;
• Frequent – talking and written communication to co-workers, responding to written or verbal requests of co-workers and vendors, receiving verbal and written instructions, writing/composing written language, reading;
• Not applicable – supervising others, training/giving verbal instructions, visiting/working at different worksites.