Japanese Viator Supplier Support Advisor

Summary

Join Viator's growing team as a Japanese Supplier Support Advisor! In this role, you will provide crucial support to tour providers in Japan, ensuring accurate product information on Viator and Tripadvisor platforms. You will review and optimize tour products, answer supplier inquiries via various channels, and coach them on utilizing self-service tools. The ideal candidate is fluent in Japanese and English, possesses excellent communication skills, and thrives in a fast-paced environment. Viator offers a competitive compensation package, flexible work arrangements, and various employee benefits.

Requirements

• Native speaker of Japanese
• Fluent in Japanese – Both written and oral
• Excellent communication skills (both written and oral) in English
• This position requires flexible work hours based on scheduling needs and customer demands, including working hours aligned with Japan's business hours
• Ability to work independently and make good decisions based on the business needs
• Experience with Google Docs, CRM tools (preferably Salesforce) and online systems
• Strong work ethic with a high degree of accuracy and a keen eye for detail and follow-through
• Team player with a positive attitude who thinks as a business owner would
• A minimum broadband connection of 25MB download speed and 10MB upload speed is required, along with proof of connectivity
• A home environment free from background noise, with the ability to connect equipment directly to the router/modem using an Ethernet cable
• Ability to cope well in a high pressure environment while maintaining high quality outputs
• Self-motivated, enthusiastic, and able to succeed in a fast-paced, dynamic environment
• Associate degree or equivalent combination of 3+ years of customer service experience

Responsibilities

• Use web-based content management systems to review and optimize tour and activity products on TripAdvisor
• Review rates, availability, and operational terms of products to ensure accuracy and clarity
• Review, edit and rewrite product descriptions, ensuring they adhere to TripAdvisor standards
• Ensure accurate and comprehensive categorization of tour and activity products across points of sale, including Viator, TripAdvisor, and distribution partners
• Ensure successful connectivity between supplier reservation systems and TripAdvisor systems
• Provide guidance to suppliers for optimization of products for online distribution
• Provide real-time support via live chat and telephone
• Answer questions from suppliers related to their account, products, and bookings
• Coach suppliers to utilize self-service tools to manage their bookings and update inventory and product details
• All other duties assigned

Benefits

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity
• ���Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work
• Donation matching. Give back? Give more! We match qualifying charitable donations annually
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you
• Travel perks. We believe that travel is employee development, so we provide discounts and more
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges
• Health benefits. We offer great coverage and competitive premiums