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Customer Support Assistant (expired)

InsideJapan Tours Ltd.

InsideJapan Tours Ltd.

Job ID
124468
Location
Nagoya, Aichi, Japan
Post date
Dec 13, 2017
Industry
Tourism / Travel / Hospitality
Function
Administration, Operations, Logistics
Work Type
Full Time / Entry Level
Salary
¥258,700 / Month
  • Negotiable

Requirements

  • English: Fluent (preferred)
  • Japanese: Business level (preferred)
  • Visa sponsorship available

Description

Customer support is at the heart of what we do. IAT is founded upon principles of excellence in and the expansion of this department is a continuation towards the company’s goal to provide an unrivalled experience on the ground for all of our customers.

You will be the third member of our Customer Support Team in Nagoya working under the guidance of the Customer Support Coordinator. You will be working with the operations team in Nagoya and with travel consultants from our offices in the UK, USA, Australia and Nagoya to provide excellent customer support to our customers travelling in Japan. You will be responsible for helping to implement company policies and ensuring the best possible outcome of any customer support issues for the customers and the company. You will need to be confident in making decisions that may involve considerable sums of money and in advising the operations team on such matters.

You will need to maintain a close relationship with our suppliers and leverage good will to ensure good outcomes for our customers.

This role will suit an individual who is motivated by providing good service, derives job satisfaction from helping customers to have the best experience possible, is able to work under pressure and has excellent communication and negotiation skills. You will need to be able to handle complaints and use your skills to turn negatives into positives.

Duties and Responsibilities

Core duties include:
1. Help take the lead on customer support requests
2. Coordinate with the operations team and travel consultants on customer support issues
3. Keep our Customer Support Log up to date
4. Troubleshoot during service disruptions – earthquakes, typhoons etc
5. Ensure that decisions are made in line with company policy and work with the management team to refine and clarify policies where needed
6. Liaise with service providers to ensure seamless service delivery

During off-peak periods when customer support requirements are lower you will:

7. Pro-actively assist selected customers
8. Help organize customer support training for the operations team
9. Info-pack checking
10. Plan peak season support capability
11. Plan for emergency situations
12. Research services to meet client requests both reactively and pro-actively
13. Update customer resources and undertake info-pack research and writing
14. Help run our annual Health and Safety Accommodation survey
15. Help run our annual Health and Safety Vehicles/Excursions
16. Help conduct Customer Incident analysis
17. Undertake seasonal projects as directed by the Customer Support Coordinator
18. Research and introduce the Chubu Area to Travel Consultants to help promote client travel to our local area

In addition to supporting the company’s customers travelling in Japan, the Nagoya desk will also act as a secondary support for our clients visiting the Indochina region.

The position will also involve various miscellaneous tasks as and when required. These will range from assistance with basic administrative duties in the office to attending our customers for unusual or emergency situations that may arise from time to time.

Skills and experience

A successful native English speaker will have an intermediate to advanced level of Japanese (preferably JLPT N2 or higher).
A successful native Japanese speaker will have an advanced level of English (preferably a TOEIC score of 900 or higher). Overseas experience is a plus.
The successful candidate will also be able to demonstrate the following:
• Excellent communication skills and a calm, unflappable manner
• Keen attention to detail and ability to remain calm under pressure
• A wide experience of travelling in Japan and extensive knowledge of the country
• A confident phone manner in both English and Japanese
• Proficiency in using Microsoft Office and good all round IT skills
• A proven ability to work as an individual as well as the capacity to fit in to a team orientated work place.

It will be an advantage if candidates have:

• Knowledge of Vietnam, Cambodia, Laos and Burma
• Experience in use of databases (CRMs, booking systems etc)
• Experience in the travel industry
• Experience in customer support

Location and Travel
The role is based full time in our Nagoya office which is located in the heart of the city just a stone’s throw from the television tower and the main districts of Marunouchi and Sakae. As this is primarily an office based position it will necessitate living within commuting distance of central Nagoya. A commuting allowance will be provided.

Training
Full training for the role will be provided in-house.

Pay and conditions
Basic salary: from JPY ¥258,700 per month depending on skills and experience.
Hours: 40 hours per week with overtime as required.
Holiday: 23 days p.a. + national holidays.

Peak Seasons
During peak seasons you will be expected to work Saturdays and/or Sundays for which you will get a day off in lieu for each which can be taken outside of peak season. You can expect to work around 12 Saturday/Sundays during the year. These most often fall in March, April, May, July, October & November. Dates are to be agreed with the Customer Support Coordinator.

National Holidays (excluding New Year)
Our office remains open on national holidays to look after clients in Japan. National Holiday shifts will be divided between Customer Support Team members. There will be approximately 4 to 6 days per person each year for which you will get a day off in lieu for each.

New Year
The Customer Support Team takes turns providing clients with support of the New Year period. When working over the New Year period you will get days off in lieu for each day worked.

Emergency Phone rota
In order to provide our clients with the best support possible we have an emergency phone that is rotated among a team of staff. The phone is held for one week and you are expected to work on Saturday. You are likely to hold the phone for around 4 weeks in a year. In addition to receiving a day off in lieu for the Saturday shift you will be paid extra for time worked outside of office hours when holding the emergency phone. These shifts will usually be coordinated to match your peak season Saturday shifts.

Additional benefits: Include Japanese Health Insurance, discretionary annual company bonus (based on overall company performance), and commuting allowance. Visa sponsorship is available.

Probationary Period
The position has a probationary period of 6 months can be extended by 1 additional month if necessary.

About the Company
InsideAsia Tours Ltd (IAT), is a growing travel company whose head office is in Bristol, with other sales branches located in Boulder, Colorado and Brisbane, Australia, and an operations branch based in Nagoya, Japan. The company consists of specialist travel brands, InsideJapan Tours which was established in 2000, InsideVietnam Tours which specialises in travel to the Indochina region and InsideBurma Tours which focuses on Burma (Myanmar). The multi-award winning InsideJapan brand is one of the world’s largest and most respected independent providers of travel to Japan. The company offers unique group tours, tailored travel, and cultural experiences that few get the chance to discover.

Our team have had years of experience living, working and travelling in destination countries, and we offer unrivalled advice and support, whatever the customer budget or personal interests. Our holidays grant people the chance to experience both the popular and little-known aspects of Japan, Burma, and Vietnam culture, giving customers an insight into the diverse character of the relevant country.

You will be joining the Nagoya tram and expected to bring fresh ideas and skills. In return, you will be working in a vibrant office with a great team of employees all with a passion for the destinations, a belief in the brands and a strong sense of collective values and purpose. Our work culture is supportive, creative and dedicated and is at its best when we all try to lead by example; the more you put in, the more you and the team get out, and it will be important that you play your part.

Everything the company does aims to be in line with its five core values: Trustworthy, Knowledgeable, Ethical, High Quality, Friendly. These are at the heart of the organisation and the company looks to hire individuals who will demonstrate these values on a daily basis.

Closing date for applications: Wednesday 10th January 2018
Interviews to take place: from Monday 15th January 2018
Start date: early February 2018

Interviews for selected candidates will be scheduled for the last week of January.

Last modified on September 2, 2019

The above information is a public job ad. This job ad is neither an offer nor a contract.

This job is no longer available.

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