Travel Experience Specialist The role: Your role as a Travel Experience Specialist is twofold: proactively seeking opportunities to improve clients’ travel experience and reactively assisting in resolving inbound customer issues, concerns, or requests. As a key member of the Customer Experience team, you’ll play a pivotal role in delivering exceptional customer service while monitoring the day-to-day travel landscape. This includes surveying air and rail services, weather events, and public health risks to keep our travelers informed of any potential disruptions. No two days are the same for our Customer Experience team, as you'll manage itinerary-related inquiries, provide assistance with missed transfers, and fulfill requests for additional guides or unique travel experiences. You'll also support clients in more challenging situations such as lost items, medical emergencies, or unexpected delays. This is a multitasking role that involves managing the customer support phone line, inbox, and TESS (our customer support ticketing system) to calmly, efficiently, and effectively deliver solutions. In the fast-paced world of travel, challenges are inevitable. You are the dependable customer support specialist who thrives on resilience and determination, always ready to turn situations around so our customers can continue their journey without a hitch. As part of a dynamic and passionate team, you’ll contribute to delivering unparalleled customer satisfaction while enhancing travelers' lives through memorable cultural experiences. To ensure optimal customer support coverage, this role requires the successful applicant to be working Sunday to Thursday. Key responsibilities: Answering customer inquiries, requests and issues by telephone and email Coordinate with the operations team and travel consultants on customer experience issues Handling incidents and issues in TESS Troubleshoot during service disruptions – earthquakes, typhoons etc Liaise with service providers to ensure seamless service delivery Participate in projects during low season in order to improve service quality Seek every opportunity to enhance clients’ experience within destinations What we are looking for from you: A native English speaker and intermediate to advanced level of Japanese (preferably JLPT N2 or higher) OR A native Japanese speaker who has an advanced level of English (preferably a TOEIC score of 900 or higher). Excellent communication skills and a calm, composed manner Keen attention to detail and ability to remain calm under pressure Experience of travelling in Japan and knowledge of the country A confident phone manner in both English and Japanese Proficiency and confidence in using Microsoft Office and various software. Passionate about customer service Ability to work individually as well as a team. A high level of emotional intelligence What you get in return: 50% extra payment for weekend working and 125% extra payment for holidays worked Annual discretionary performance (individual and company related) bonus 25 days annual leave, rising by one day each year to a maximum of 28 days. Day off on your birthday Enhanced parental leave Employer pension contribution Employee Assistance Program Volunteering leave Designated learning and development time We will be reviewing and interviewing candidates on a rolling basis, so we encourage you to submit your application as soon as possible. Due to the high volume of applications, we may close the application process before the stated deadline if we receive enough qualified candidates. Start Date: 3rd February 2025 Closing Date: 31st Dec