Travel Experience Specialist The role: Your role as a Travel Experience Specialist is twofold: proactively seeking opportunities to improve clients’ experience, as well as reactively helping to resolve any inbound issues, problems or requests. The Customer Experience team plays an important role in monitoring the day-to-day travel environment, surveying everything from air and rail services through to weather events and public health risks, to keep our travellers abreast of any potential issues that might arise. No two days are the same for our Customer Experience team. There will be lots of itinerary-related questions, assistance for any missed transfers and requests for extra guides or experiences, as well as assisting with more serious incidents such as lost items or illness and injury, too. This is a real plate spinning role, overseeing our customer support phone line, inbox and TESS (our customer support ticketing system) to calmly, effectively, and efficiently find solutions. In the world of travel, things don’t always go to plan – you are the port in a storm, using your resilience and determination to turn things around so our customers can carry on with their day. You’ll be part of a fun and talented team who are passionate about providing the absolute best customer service to our clients making a real difference to their lives and cultural experience Ideally you will work between Sunday-Thursdays to ensure we have adequate customer support coverage. 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