Hawaii - Associate, Customer Service Headquarters

Hawaii - Associate, Customer Service Headquarters

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JTB Hawaii, Inc., is a dynamic leader in travel services, event planning and management, transportation, golf tours and merchandising in the Hawaiian Islands. The company has evolved from its in servicing inbound Japan travelers to its current position as a provider of creative and comprehensive global travel and entertainment solutions.

Pay Range: $.00 to $22.50 hourly

CS Headquarters department facilitates communication and coordination between Customer Service Division departments and Japan branches by serving as an intermediary.

Provide guidance and instructions in emergency situations.

Under general direction of Manager, Assistant Manager, and Supervisor, coordinate and communicate tour‑related information between Japan offices, vendors, and various departments. Manage itinerary updates, emergency reports, and logistical adjustments.

• Adjust tour arrangements based on updated information sent by Japan. Assign and revise transaction‑related movements in the database, and report to respective departments any changes.
• Itemize finalized tours and inform pertinent departments of details such as hotel duration, categories, and flight changes.
• Create standardized arrangement forms for the entire Customer Service Division and oversee vehicle dispatch coordination.

• Report any major incidents that occur during the tour’s stay in Hawaii to the Japan office and other relevant personnel.
• Remotely update and release necessary information to customers through the ‘Oli ‘Oli App and monitor screens each Plaza location.

• Communicate, report, resolve issues, and act as a liaison among various tour operation areas such as Customer Service Division departments, Japan offices, and Mainland USA.
• Communicate with tour vendors to make requests and adjustments, including occasional tour waiver requests.

• Record information in the master file to support bill check department in issuing invoices to the Japan offices.
• Issue and inventory meal coupons.
• Provide tour‑related information to support all affiliated departments, companies, and personnel, including Japan offices and group affiliates.

• Performs special projects and other miscellaneous duties as assigned by management.

• 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.
• Knowledge of the tour industry, tour movements, and arrangements; understanding of Japanese culture and etiquette.
• Working knowledge of basic computer systems, Microsoft Office, email, and standard office equipment.
• Accurate math skills, including use of a 10‑key calculator, to compute rates, ratios and percentages.
• Knowledge of customer service principles, including proper telephone etiquette and business protocol.

• Normal business hours: 6:00 am to 5:00 pm, Sunday – Saturday, including holidays.
• Regular attendance required; may work after hours and on weekends.
• Air‑conditioned office; work offsite as needed.

• General office equipment: phones, fax, copier, PC, scanner.
• Software:
  Windows operating system, MS Office.

• Problem‑solving skills; handle multiple tasks; work with concentration and attention to detail.
• Adapt to varying weather, noise, pollution.
• Physical tasks: walking, bending, standing, occasional lifting up to 50 lbs.

• Constant: talk to customers, reading.
• Frequent: written communication, phone calls.
• Occasional: written communication to customers and vendors.

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