Travel Experience Specialist

⭐️Work with us⭐️:

Elevate our clients' journeys by enhancing experiences and resolving issues! Advanced Eng & intermediate Jpn requested.

Job Type: Location Type: Remote: open to residents of specific US states

 

[Residents of these US states can work remotely: Arizona, California, Colorado, Florida, Georgia, Indiana, Michigan, Minnesota, Nevada, New Jersey, North Carolina, Oregon, Pennsylvania, Texas, Virginia.]

Your role as a Travel Experience Specialist is twofold: proactively seeking opportunities to improve clients’ travel experience and reactively assisting in resolving inbound customer issues, concerns, or requests. As a key member of the Customer Experience team, you’ll play a pivotal role in delivering exceptional customer service while monitoring the day-to-day travel landscape. This includes surveying air and rail services, weather events, and public health risks to keep our travelers informed of any potential disruptions.

No two days are the same for our Customer Experience team, as you’ll manage itinerary-related inquiries, provide assistance with missed transfers, and fulfill requests for additional guides or unique travel experiences. You’ll also support clients in more challenging situations such as lost items, medical emergencies, or unexpected delays. This is a multitasking role that involves managing the customer support phone line, inbox, and TESS (our customer support ticketing system) to calmly, efficiently, and effectively deliver solutions.

In the fast-paced world of travel, challenges are inevitable. You are the dependable customer support specialist who thrives on resilience and determination, always ready to turn situations around so our customers can continue their journey without a hitch. As part of a dynamic and passionate team, you’ll contribute to delivering unparalleled customer satisfaction while enhancing travelers’ lives through memorable cultural experiences.

Key responsibilities:

• Answering customer inquiries, requests and issues by telephone and email
• Coordinate with the operations team and travel consultants on customer experience issues
• Handling incidents and issues in TESS
• Troubleshoot during service disruptions – earthquakes, typhoons etc
• Liaise with service providers to ensure seamless service delivery
• Participate in projects during low season in order to improve service quality
• Seek every opportunity to enhance clients’ experience within destinations

What We Are Looking for From You:

• Fluent English and intermediate to advanced level of Japanese (preferably JLPT N2 or higher) OR
• Fluent Japanese speaker who has an advanced level of English (preferably a TOEIC score of 900 or higher).
• Excellent communication skills and a calm, composed manner
• Keen attention to detail and ability to remain calm under pressure
• Experience of travelling in Japan and knowledge of the country
• A confident phone manner in both English and Japanese
• Proficiency and confidence in using Microsoft Office and various software.
• Passionate about customer service
• Ability to work individually as well as a team.
• A high level of emotional intelligence

Benefits:

Annual discretionary performance (individual and company related) bonus Familiarisation trips to our destination countries 20 days annual leave, rising by one day each year to a maximum of 23 days 13 paid public holidays Day off on your birthday Volunteering leave Employee Assistance Program Designated learning and development time Employer retirement contributions