Customer Service Associate - Waikiki; Japanese Speaking

Position: Customer Service Associate - Waikiki (Japanese Speaking)
Reports To:

CS Waikiki, Supervisor

Department:

CS Waikiki

JTB Hawaii Travel, LLC, (JHT) has evolved and expanded its operations, from an on-the-ground travel support services to inbound Japan travelers, to 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 as it seeks to further solidify its position as a full-fledged destination management company (DMC).

JTB Hawaii Travel, LLC

Job Description

Position Title:

Associate

Date:

October 2025

Division:

Customer Service Division

Reports To:

CS Waikiki, Supervisor

Department:

CS Waikiki

Direct Reports:

N/A

Job Rank:

1

FLSA Status:

Non-Exempt

Pay Grade:

Hawaii-Non-Exempt 1

Remote Work Status:

N/A

Home Office

Location:

Honolulu, HI

Dayforce Code:

Hawaii-Associate-CS Waikiki

Pay Range:

$17.00 to $22.50 hourly

CS Waikiki department deliver professional customer service through in-depth knowledge of tour offerings, ensuring accurate and relevant support for clients.

PRIMARY RESPONSIBILITIES

Provide professional quality customer service; briefing Japanese and non
- Japanese clients with tour reservations, and adjust and finalize itineraries.

Essential Job Functions Customer Service:

• Provide general information on dining, shopping, optional tours, etc.
• Support Japanese and non-Japanese customers at various plaza locations, telephone or in-person briefing, and “RAKU-Navi” system for customers before their departure from Japan.

Sales:

• Sell and book optional tours and other merchandise.
• Occasionally contact Options department/vendor for booking confirmations.
• Process payments, enter data into the system, gather relevant information, and verify optional tours reports.
• Balance and close daily cash and credit card sales; handle deposits, verify cash on hand.

Problem Resolution:

• Resolve customer’s concerns and issues and assist with emergency situations.
• Report to supervisor and CS Operations team of any extraordinary incidents with tours, such as accidents, long flight delays, missing and/or damaged baggage, etc.

LOOK/Chart Group Preparation:

• Prepare documents and materials for arrival tours. Review itinerary and arrangements, create simulation for incoming groups, and plan workflow according to updated movements.
• Adjust tour arrangements when necessary and inform CS Headquarters and/or relevant staff.
• Prepare documents and complete required paperwork for arrival, departure, and in-house tours.
• Review rooming lists from hotels to ensure special requests such as category, room type, bed type, and view are confirmed.
• Inventory vouchers, meal coupons, office supplies, and other equipment and materials.
• Meet with tour groups to adjust and finalize tour itinerary for smooth operation.

Other Duties:

• Performs special projects and other miscellaneous duties as assigned by management.

Minimum Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

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

Skills and Knowledge

• Must be able to speak, read and write in English and Japanese.
• Possess knowledge of the tour industry, tour movements, and arrangements; possess understanding of Japanese culture and etiquette.
• Possess working knowledge of basic computer systems, application programs such as Microsoft Office,…