{"id":44799,"date":"2019-07-17T12:00:53","date_gmt":"2019-07-17T16:00:53","guid":{"rendered":"http:\/\/jetwit.com\/wordpress\/?p=44799"},"modified":"2020-02-21T18:11:51","modified_gmt":"2020-02-21T22:11:51","slug":"job-customer-service-specialist-insidejapan-tours-ltd-nagoya-aichi-2","status":"publish","type":"post","link":"https:\/\/jetwit.com\/wordpress\/2019\/07\/17\/job-customer-service-specialist-insidejapan-tours-ltd-nagoya-aichi-2\/","title":{"rendered":"Job: Customer Service Specialist – InsideJapan Tours Ltd.\u00a0(Nagoya, Aichi)"},"content":{"rendered":"

Posted by\u00a0Sydney Sparrow.<\/strong><\/em>\u00a0Click here<\/a>\u00a0to join\u00a0the\u00a0JETwit Jobs Google Group<\/a>\u00a0and receive job listings\u00a0even sooner\u00a0by email<\/em><\/p>\n

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Job Title: <\/b>Customer Service Specialist<\/em>
\nPosted by: <\/strong>InsideJapan Tours Ltd.
\nLocation: <\/strong>Nagoya, Aichi
\nContract:<\/strong>\u00a0Full-Time<\/em><\/p>\n

Here’s a job sent to us directly from the company:<\/span><\/p>\n

 <\/p>\n

DESCRIPTION\u00a0<\/b><\/p>\n

Customer support is at the heart of what we do. IAT is founded upon principles of excellence in and the expansion of this department is a continuation towards the company\u2019s goal to provide an unrivalled experience on the ground for all our customers.<\/p>\n

We are a fun and enthusiastic team, and this is a great opportunity for someone who wants to work in a bilingual environment and learn about and deliver great customer service to visitors to Japan from the UK, USA and Australia. This is a challenging role, but you will have lots of support and guidance and it is incredibly rewarding to help our customers have great experiences in Japan.<\/p>\n

You will be the 6th member of this winning team which contributes so much to our great customer satisfaction record: 98% of our customers rate their trips as \u2018good\u2019 or \u2018excellent\u2019.<\/p>\n

You will be working with the operations team in Nagoya and with travel consultants from our offices in the UK, USA, Australia and Nagoya to provide support to our customers travelling in Japan in line with our company values and ethos. Your aim is to help our customers have a great experience and to become repeat customers for us or want to recommend us to their friends.<\/p>\n

It is going to be busy so you will need to be able to work under pressure and of course you will be talking to customers so you will need excellent communication and negotiation skills.<\/p>\n

<\/p>\n

We have a great customer satisfaction rating but of course sometimes things don\u2019t go as planned so you will need to have something of a \u2018thick skin\u2019 and be confident in handling complaints always with the focus of turning negatives into positives.<\/p>\n

You will need to maintain a close relationship with our suppliers and so that you can use the good-will we have established over our 19 years of business to ensure a great experience for our customers.<\/p>\n

You will need good Japanese and English language skills, but we are flexible on which is your strongest. More than experience, we are looking for people motivated by providing good service and from helping customers to have the best experience possible.<\/p>\n

This role is intended to cover the weekends, so most of the time you will be working a Friday to Tuesday shift pattern with Wednesday and Thursday as your days off. You will be the second person in the team on this pattern. Taking time off is limited during our peak seasons but during the low season.<\/p>\n

This role will suit an individual who wants to experience a customer service role in a company that is determined to provide a great service. This is a really good way in to customer service or a great next step if you have some experience already.<\/p>\n

Duties and Responsibilities:\u00a0<\/b><\/p>\n

Core duties include:<\/p>\n

    \n
  1. Answer and resolve customer support requests<\/li>\n
  2. Coordinate with the operations team and travel consultants on customer support issues<\/li>\n
  3. Keep our Customer Support Log up to date<\/li>\n
  4. Troubleshoot during service disruptions \u2013 earthquakes, typhoons etc<\/li>\n
  5. Ensure that decisions are made in line with company policy and work with the management team to refine and clarify policies where needed<\/li>\n
  6. Liaise with service providers to ensure seamless service delivery<\/li>\n<\/ol>\n

    During off-peak periods when customer support requirements are lower you will:<\/p>\n

      \n
    1. Pro-actively assist selected customers<\/li>\n
    2. Help organize customer support training for the operations team<\/li>\n
    3. Info-pack checking<\/li>\n
    4. Plan peak season support capability<\/li>\n
    5. Plan for emergency situations<\/li>\n
    6. Research services to meet client requests both reactively and pro-actively<\/li>\n
    7. Update customer resources and undertake info-pack research and writing<\/li>\n
    8. Help conduct Customer Incident analysis<\/li>\n
    9. Undertake seasonal projects as directed by the Customer Support Manager<\/li>\n
    10. Help different departments with various tasks during the low season.<\/li>\n<\/ol>\n

      In addition to supporting the company\u2019s customers travelling in Japan, the Nagoya desk will also act as a secondary support for our clients visiting South-East Asia.<\/p>\n

      The position will also involve various miscellaneous tasks as and when required. These will range from assistance with basic administrative duties in the office to attending our customers for unusual or emergency situations that may arise from time to time.<\/p>\n

      Skills and experience\u00a0<\/b><\/p>\n

      A successful native English speaker will have an intermediate to advanced level of Japanese (preferably JLPT N2 or higher).<\/p>\n

      A successful native Japanese speaker will have an advanced level of English (preferably a TOEIC score of 900 or higher). Overseas experience is a plus.<\/p>\n

      The successful candidate will also be able to demonstrate the following:<\/p>\n