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 our customers.
We are a fun and enthusiastic team, and this is a great opportunity for someone who wants to work in a bilingual environment and learn about and deliver great customer service to visitors to Japan from the UK, USA, and Australia. This is a challenging role, but you will have lots of support and guidance and it is incredibly rewarding to help our customers have great experiences in Japan.
You will be the 6th member of this winning team which contributes so much to our great customer satisfaction record: 98% of our customers rate their trips as ‘good’ or ‘excellent’.
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 support to our customers travelling in Japan in line with our company values and ethos. Your aim is to help our customers have a great experience and to become repeat customers for us or want to recommend us to their friends.
It is going to be busy so you will need to be able to work under pressure and of course you will be talking to customers so you will need excellent communication and negotiation skills.
We have a great customer satisfaction rating but of course sometimes things don’t go as planned so you will need to have something of a ‘thick skin’ and be confident in handling complaints always with the focus of turning negatives into positives .
You will need to maintain a close relationship with our suppliers and so that you can use the good-will we have established over our 19 years of business to ensure a great experience for our customers.
You will need good Japanese and English language skills, but we are flexible on which is your strongest. More than experience, we are looking for people motivated by providing good service and who will derive job satisfaction from helping customers to have the best experience possible.
This role is intended to cover the weekends, so most of the time you will be working a Friday to Tuesday shift pattern with Wednesday and Thursday as your days off. You will be the second person in the team on this pattern. Taking time off is limited during our peak seasons but during the low season.
This role will suit an individual who wants to experience a customer service role in a company that is determined to provide a great service. This is a really good way into customer service or a great next step if you have some experience already.
[Duties and Responsibilities]
Core duties include:
1. Answer and resolve 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 re-actively and pro-actively
13. Update customer resources and undertake info-pack research and writing
14. Help conduct Customer Incident analysis
15. Undertake seasonal projects as directed by the Customer Support Manager
16. Help different departments with various tasks during the low season.
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 South-East Asia.
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 into a team orientated workplace.
It will be an advantage if candidates have:
• Knowledge of South Korea, Vietnam, Cambodia, Laos, and Myanmar
• 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, 21,000 / month at maximum.
Full training for the role will be provided in-house.
Pay and conditions
Basic salary: from JPY ¥260,000 per month after probation period, 271,993 yen depending on skills and experience.
Hours: 40 hours per week with overtime as required.
This position will cover the weekend shift. Your shift is starting from Friday, ending Tuesday. Wednesday and Thursday will be your regular 2 days off. Alternatively, starting from Saturday, ending Wednesday will be possible. In this shift, your regular 2 days off will be Thursday and Friday.
Taking a weekend off is negotiable during the low season if it is planned and approved in advance.
After 6 months, 10 days p.a.
From the 2nd year, 23 days per year.
During peak seasons holiday will be limited and you will be expected to work your Friday to Tuesday
National Holidays (except New Year)
Our office remains open on national holidays to look after our clients. National Holiday shifts will be divided between Customer Support Team members. You will get a day off in lieu for each national holiday worked. You can expect to work around 5 national holiday days per year.
The Customer Support Team takes turns providing clients with support during the New Year period. When working over the New Year period you will get days off in lieu for each day worked.
With the excellent result, 75% - 125% of monthly salary every end of the year
Emergency Phone rota
In order to provide our clients with the best support possible, we have an emergency phone that is rotated amongst the operations team. You are not expected to join this rota; however, you may be asked to take the phone from time to time if one of the regular shifts is unavailable. This is usually only for a maximum of 10 days / year. You will be paid extra for time worked outside of office hours when holding the emergency phone.
Include Japanese Health Insurance, contract completion bonus, and commuting allowance. Visa sponsorship is available.
The position has a probationary period of 3 months can be extended by 1 to 3 additional months 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 specializes 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 has had years of experience living, working and traveling in destination countries, and we offer unrivaled 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 team 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 organization and the company looks to hire individuals who will demonstrate these values on a daily basis.
Closing date for applications: 31st January 2020
Interviews to take place: January and February 2020
Start date: immediate
Interviews for selected candidates will be scheduled for the last week of January.
The above information is a public job ad. This job ad is neither an offer nor a contract.
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