[Hiring] Japanese Answering Service Associate @Human Resources – JTB Americas Group of Companies (JTB Americas, JTB Hawaii, JTB Hawaii Travel, JTB USA, MC&A, Tachibana Enterprises, Travel Plaza Transportation)

Role Description

JTB Hawaii Travel, LLC (JHT) has evolved and expanded its operations, establishing itself as Hawaii's market leader in innovative entertainment and travel services. The Japanese Answering Service department is a 24-hour Japanese call center support service for our industry partners.

This is a Remote position - 24 hours/7 days a week - full-time positions must be available to work all shifts, days and nights.

Dayforce Code: Hawaii-Associate-Japanese Answering Service

Pay Range: $17.00 to $22.50 hourly

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.

Qualifications

• High school diploma; or equivalent combination of education and experience.
• More than 1 year of experience in the travel industry or equivalent skills.
• 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 compute rates, ratios, and percentages.

Requirements

• 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; willing to learn and find the resources to complete the job and/or respond to customer inquiries.

Working Conditions

• 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.
• Air-conditioned office and/or remote workplace.
• Subject to varying weather conditions, including noise, pollution, dust, fumes, and vehicle exhaust.
• 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

• 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.

To submit an application, click on the Apply button at the top of this page. JTB Hawaii Travel, LLC is a drug-free workplace and an Equal Opportunity Employer.