This Travel Experience Administrator role requires strong communication skills in Japanese. When applying, please submit your CV in English, along with your resume and work history in Japanese.
職務内容:
カスタマー・エクスペリエンスチームは、航空機や鉄道の運行状況、天候、公衆衛生上のリスクなど、日々の旅行環境を幅広く確認し、旅行者の皆さまに安心してご旅行いただけるよう、起こり得る問題を適切にお伝えする大切な役割を担っています。
主な職務内容は、トラベル・エクスペリエンス・スペシャリスト(TES)をサポートし、日本国内の取引先とFAX・電話・メールなどで連絡を取ることです。TESがお客様対応を行い、 トラベル・エクスペリエンス・アドミニストレーターはホテルやレストラン、旅館、送迎ドライバー、クリニック、病院など、日本側の関係先との調整を担当します。急なレストラン予約のご依頼などに対応するため、調査や連絡を行うこともあります。
TESからの依頼がない時間には、日本国内のレストランやクリニックに関するデータベースの内容を確認し、必要に応じて更新を行います。また、状況に応じて、簡単なお客様からのお問い合わせに直接対応していただくこともあります。
チームは、より良い顧客体験を大切にする、明るく前向きなメンバーで構成されています。その一員として、お客様のご旅行や文化体験がより良いものとなるよう、サポートしていただきます。
The Customer Experience team plays an important role in monitoring the day-to-day travel environment, including air and rail services, weather conditions, and public health risks, to ensure that travelers can enjoy their journeys with peace of mind and are kept informed of any potential issues.
Your main responsibility will be to support the Travel Experience Specialists (TES) by contacting Japanese suppliers via fax, telephone, or email.
While the TES will communicate directly with clients, you will liaise with local partners in Japan, such as hotels, restaurants, ryokan, transfer drivers, clinics, and hospitals.
This may include researching and making arrangements for last-minute restaurant reservations or other client requests.
When there are no immediate requests from the Travel Experience Specialists, you will help maintain and update our database of restaurants and clinics in Japan, ensuring the information is accurate and up to date.
You may also, as needed, respond directly to simple client enquiries and requests, contributing to the delivery of high-quality service.
You will be part of a friendly and positive team that values excellent customer experience. As a team member, you will help make our clients' travel and cultural experiences even more enjoyable and rewarding.主な業務内容:
・日本国内の取引先とのFAX・電話・メールによる連絡
・カスタマーエクスペリエンスに関する課題についてのオペレーションチームとの連携
・対応内容および実施したアクションの、カスタマーエクスペリエンス用チケット管理システム「TESS」への記録
・対応内容および手配変更に伴う、AXUMの更新
・地震・台風などのサービス障害発生時における、取引先との問題解決対応
・サービス提供の円滑化を目的とした、各サービス提供事業者との調整・連絡
・簡単なトラブルや問い合わせへの自主的な対応
・レストランや体験プログラムなどに関する、新規取引先の調査・リサーチ
求める人物像・スキル:
人を助けることに情熱を持ち、常に改善を意識しながら業務に取り組める方を求めています。取引先との円滑でプロフェッショナルなコミュニケーションができ、高い感情知性を活かして信頼関係を築きつつ、共感力と実行力をもって業務を遂行できる方を想定しています。
海外での居住または就労経験
顧客対応業務(カスタマーサービス等)の経験
旅行・観光分野への強い関心(業界として、または個人的な関心)
データベースの使用経験(CRM、予約管理システムなど)
日本語が母語で、英語をビジネスレベルで使える方(目安:
TOEIC 750点以上) もしくは、英語が母語で、日本語をネイティブに近いレベルで使える方(目安:日本語能力試験N1以上)
オープンな職場環境:
移転したばかりのオフィスは、きれいで明るく開放的。
ウォーターサーバーがありお水はもちろん、コーヒーも無料なので息抜きしながら働けます◎ お気に入りのグッズで溢れたデスクで楽しくお仕事している社員もいます。
待遇・福利厚生:
【保険制度】健康保険・厚生年金・雇用保険・労災保険
【有給休暇】年間23日
【休暇制度】年末年始休暇・産前・産後休業・育児休業・誕生日休暇・ボランティア休暇
◆昇給・賞与制度あり ※支給有無や金額は業績によります
◆3ヶ月の試用期間終了後は、上長に相談の上、週3日まで在宅勤務可
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