Hawaii - Japanese Speaking Associate, Customer Service Headquarters

Hawaii - Japanese Speaking Associate, Customer Service Headquarters Job Description

JTB Hawaii Travel, LLC (JHT) is Hawaii's market leader in travel services, providing planning, promotion, and event management for inbound Japanese travelers.

Pay Range: $17.00 to $22.50 hourly

Position Summary:

The Customer Service Headquarters Associate coordinates communication and logistics between Japan branches, vendors, and internal departments. Responsibilities include itinerary management, emergency coordination, incident reporting, and customer support via the ‘Oli ‘Oli App.

• Tour Adjustments (30%) – Adjust tour arrangements based on updated information from Japan, revise database transactions, and inform relevant departments of changes. Itemize finalized tours, manage hotel duration, categories, and flight changes, create standardized arrangement forms, and oversee vehicle dispatch coordination.
• Incident Reporting (30%) – Report any major incidents that occur during a tour’s stay in Hawaii to the Japan office and other relevant personnel.
• Information Release (25%) – 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, and resolve issues, acting as liaison among various operation areas, and coordinate with vendors for requests and adjustments, including occasional waivers.
• Administrative Support – Record information in the master file to support the bill check department in issuing invoices, issue and inventory meal coupons, and provide tour-related information to support all affiliated departments, companies, and personnel.
• Other Duties – Perform special projects and other miscellaneous duties as assigned by management.

• High school diploma or equivalent combination of education and experience.
• More than 1 year of experience in the travel industry or equivalent skills.
• Fluent in English and Japanese (reading, writing, speaking).
• Knowledge of the tour industry, movements, and arrangements; understanding of Japanese culture and etiquette.
• Basic computer skills:
  Microsoft Office, email, standard office equipment.
• Accurate math skills, including use of a 10-key calculator.
• Customer service principles, including proper telephone etiquette and business protocol preferred.

Working hours:

6:00 AM – 5:00 PM, Sunday to Saturday (including holidays). Regular attendance required; overtime and weekend work possible. Work is performed in an air‑conditioned office and occasionally off‑site for tours and VIPs. Exposure to varying weather, noise, pollution, dust, fumes, and vehicle exhaust.

Physical and mental demands include continuous concentration, multitasking, and occasional light to moderate lifting. Communication demands include frequent verbal and written communication with customers, vendors, and coworkers.

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