Customer Service Executive

Summary

Join our team as a Customer Service Executive and ensure customer satisfaction throughout their trips. You will handle tours, provide efficient solutions to problems, and act as a contact point for emergencies. This role also involves local PR and sales support to maintain and grow customer relationships. The ideal candidate will have a pleasing personality and approachable nature. Key responsibilities include handling customer inquiries, conducting itinerary reviews, processing bookings, performing service quality checks, and providing reports. You will also meet and greet customers and tour leaders, work various shifts, and respond to emergency situations.

Requirements

• Business level of English is essential (both verbal and written)
• Native level fluency of Japanese is essential (both verbal and written)
• Computer literacy – experience in working with Microsoft Office
• Self-motivated, enthusiastic, organized, and able to prioritize workload in a fast-paced, dynamic and highly energized environment
• Excellent verbal and written communication skills
• Strong problem-solving skills
• Team player, with flexible and adaptable approach
• Passionate about excellent customer service delivery
• Ability in navigating changes

Responsibilities

• Effectively handle all incoming calls, emails, chats for customers travelling within the Company’s European territories
• Professionally dealing queries and/or complaints that may arise from customers, suppliers, or hoteliers
• Conduct a feasibility review for itineraries to ensure they are user friendly and will run smoothly
• Process and confirm all service bookings efficiently and accurately, paying attention to any special requirements of the customers
• Regular service quality checks and monitoring of services provided on tours
• Provide clear, detailed reports/presentations following interaction with customers and/or other inspections and spot checks
• Meet-n-Greet customers and tour leaders during and outside office hours as/when required
• Work on shift hours pattern including night shift, weekends, and bank holidays as/when require
• Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise

Preferred Qualifications

• 1- or 2-years’ experience in customer service/travel industry/call centre, is desirable
• Previous Contact Centre technology knowledge is desirable
• Travel industry market & culture understanding/experience for APAC/EMEA desirable
• Any other language = desirable (e.g., Mandarin, Korean, Italian, French, Spanish)