Hawaii - Associate, Customer Service Headquarters

Job Overview

JTB Hawaii Travel, LLC (JHT) has evolved and expanded its operations from on‑the‑ground travel support services to inbound Japan travelers, establishing itself as Hawaii's market leader in innovative entertainment and travel services. JTB Hawaii Travel continues to develop and integrate its expertise, experience, and synergy in travel planning, destination promotion, and event management to solidify its position as a full‑fledged destination management company (DMC).

$17.00 to $22.50 hourly

• Provide guidance and instructions in emergency situations.
• Coordinate and communicate tour‑related information between Japan offices, vendors, and various departments.
• Manage itinerary updates, emergency reports, and logistical adjustments.
• Tour Adjustments (30%)
  • Adjust tour arrangements based on updated information sent by Japan. Assign and revise transaction‑related movements in the database, and report changes to respective departments.
  • Itemize finalized tours and inform pertinent departments of details such as hotel duration, categories, and flight changes.
  • Create standardized arrangement forms for the entire Customer Service Division and oversee vehicle dispatch coordination.
• Incident Communication (25%)
  • Report any major incidents that occur during the tour's stay in Hawaii to the Japan office and other relevant personnel.
  • Remotely update and release necessary information to customers through the ‘Oli ‘Oli App and monitor screens at each Plaza location.
• Problem Resolution (15%)
  • Communicate, report, resolve issues, and act as a liaison among various tour operation areas such as Customer Service Division departments, Japan offices, and Mainland USA.
  • Communicate with tour vendors to make requests and adjustments, including occasional tour waiver requests.
• Administrative Support
  • Record information in the master file to support the bill check department in issuing invoices to the Japan offices.
  • Issue and inventory meal coupons.
  • Provide tour‑related information to support all affiliated departments, companies, and personnel, including Japan offices and group affiliates.
• Other Duties (special projects and miscellaneous duties as assigned by management)

Education and Experience

• High school diploma or equivalent combination of education and experience.
• More than 1 year of experience in the travel industry or equivalent skills.

Skills and Knowledge

• Speak, read, and write in English and Japanese.
• Knowledge of the tour industry, tour movements, and arrangements; understanding of Japanese culture and etiquette.
• Working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
• Accurate math skills, including usage of 10‑key calculator, to compute rates, ratios, and percentages.
• Knowledge of customer service principles, including proper telephone etiquette and business protocol.

Air‑conditioned office; work offsite as necessary to provide support services for large tours and VIPs; subject to varying weather conditions, noise, pollution, dust, fumes, and vehicle exhaust.

• 6:00 am to 5:00 pm, Sunday–Saturday, including holidays.
• Regular attendance required; may work after normal business hours and/or on weekends.

• General office equipment including phones, fax, copier, personal computer, scanner.
• Software:
  Windows operating system, MS Office.

• Problem‑solving skills to flexibly meet customer demands.
• Ability to work independently and cooperatively with others.
• Self‑control and ability to handle stressful situations and upset customers.
• Attention to detail and concentration.
• Ability to handle multiple tasks simultaneously.
• Physical movements: frequent walking, bending, reaching; occasional lifting up to 50 pounds; occasional standing, running, stair climbing, squatting, kneeling.
• Minimal crawling, climbing.

• Constant: talking to customers, reading.
• Frequent: talking and written communication to co‑workers, vendors, telephone; responding to written or verbal requests.
• Occasional: written communication to customers and vendors; visiting/working at different sites.
• Not applicable: supervising others, training/giving verbal instructions.

JTB Hawaii Travel, LLC is a drug‑free workplace and an Equal Opportunity Employer.