Japan Travel Experience Specialist

Reed are working with a Central Bristol based Travel Business, supporting with the hire of a Japanese speaking Travel Experience Specialist.

Minimum requirement of business level Japanese verbal skills with a passion for providing outstanding customer service.

Full time permanent role, with weekend work involved. Ideally you will work between Friday to Tuesday, but open to discuss if you’re only able to work 1 of the 2 days. You will receive 50% extra payment for any weekend working.

Day to Day of the Role:

• Monitor travel conditions, including air and rail services, weather events, and public health risks to proactively address potential travel disruptions.
• Respond to itinerary-related queries, assist with missed transfers, and manage serious incidents such as lost items or medical emergencies.
• Oversee customer support channels, including phone lines, email inboxes, and TESS (ticketing system), to ensure effective and efficient resolution of issues.
• Collaborate with operations and travel consultants to address and resolve customer experience issues.
• Troubleshoot during service disruptions and liaise with service providers to ensure continuity of service.
• Participate in projects aimed at enhancing service quality and client satisfaction during quieter periods.

Required Skills & Qualifications:

• Proficiency in English and Japanese, with a preference for candidates holding JLPT N2 or higher, or a TOEIC score of 900 or higher.
• Excellent communication skills and a composed manner, particularly under pressure.
• Experience with and knowledge of travelling in Japan.
• Confident telephone manner in both English and Japanese.
• Proficiency in Microsoft Office and familiarity with various software applications.
• A strong passion for delivering exceptional customer service and a high level of emotional intelligence.
• Ability to work effectively both independently and as part of a team.

Benefits:

• Enhanced pay for weekend and holiday work.
• Discretionary annual performance bonus.
• Increasing annual leave entitlement with tenure, up to 28 days.
• Birthday leave.
• Enhanced parental leave policies.
• Employer pension contributions.
• Access to an Employee Assistance Program.
• Opportunities for volunteering leave.
• Designated time for learning and development.