Hawaii - Associate, Customer Service Headquarters

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 roots in servicing inbound Japan travelers to its current position as a provider of creative and comprehensive global travel and entertainment solutions.

JTB Hawaii Travel, LLC

Job Description

Pay Range: $17.00 to $22.50 hourly

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

Provide guidance and instructions in emergency situations.

PRIMARY RESPONSIBILITIES:

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.

Essential Job Functions

Percentage

Time Spent

Essential Job Functions

30%

Tour 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 of 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.

30%

Incident communication:

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 on view at each Plaza locations.

25%

Problem resolution:

Communicate, report, resolve issues, and act as a liaison among various tour operation areas such as various Customer Service Division departments, Japan offices, and Mainland USA.

Communicate with tour vendors to make requests and adjustments, including occasional tour waiver requests.

15%

Administrative support:

Record information in the master file to support the 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.

Other Duties:

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

Minimum Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

High school diploma; or equivalent combination of education and experience.

Possess more than 1 year of experience in the travel industry or equivalent skills.

Skills and Knowledge

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 be able to compute rates, ratios, and percentages.

Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Working Hours:

Normal business hours: 6:00 am to 5:00 pm, 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.

Working Environment:

Air-conditioned office.

Work offsite as necessary to provide various support services for both LOOK, large tours, and VIPs.

Subject to varying weather conditions, up to and including, noise, pollution, dust, fumes and vehicle exhaust.

Equipment Used:

• 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

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Problem-solving skills to flexibly meet demands of customers.

Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.

Able to exercise self-control and handle stressful situations and upset customers.

Able to work with…