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Associate, Customer Service Headquarters

3 months ago

Honolulu, Hawaii, United States JTB Hawaii, Inc. Full time

Friday, May 31, 2024 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).


PRIMARY
Responsibilities:


Under the direction of Customer Service Headquarters management, provide multi-lingual support service under urgent time constraints for Customer Service staff by ensuring the accuracy of room assignments, travel-related services such as, meals, transportation, admissions, and other miscellaneous tasks.

.
Essential Functions 25 Check room assignments for all incoming Oahu LOOK customers to ensure that all guarantees (category, check in time, bedding type, etc.)
are correct.
Inform proper channels of problems or request.

25 Order and confirm all transportation related needs of both LOOK and Chart customers, by preparing and submitting orders for various transportation, baggage service, and guide service companies under various time constraints.

10 Responsible for distribution of itineraries and related materials (vouchers, meal coupons, etc.)
for all Chart tours to different CS divisions under severe time constraints.
10 Confirm all meal reservations for both LOOK and Chart customers with business partners.
5 Submit amenity orders for Look customers.
Confirm both LOOK and Chart amenity orders with business partners.
Submit and adjust daily sightseeing bus block.
15 Prepare and confirm baggage pull requests on a daily basis for all Look customers.
Prepare and distribute letters for customers when necessary for cost efficiency and unusual events.

5 Transfer Chart group optional tour dummy bookings to actual computer file one day prior to arrival and check pre-bookings for accuracy.

5 Work offsite as necessary to provide various support services for both large groups and VIP tours.

Secondary Functions:
Assist other Customer Service division jobs as necessary.
Perform other duties as assigned.

Knowledge, Skills and Abilities:
High school graduate.
Possess excellent customer service skills with at least one (1) year tour handling experience.
Able to speak, read and write clearly in English and Japanese in a professional and courteous manner required.
Able to work cooperatively with others and deal with employees, vendors and customers in a professional and positive manner.
Possess working knowledge and skills with basic computer systems and software, application programs, e-mail and standard office equipment.
Possess knowledge of telephone operations, telephone etiquette and business protocol.
Possess basic math skills and able to use a 10-key calculator.

Working Conditions:


Subject to varying weather conditions, including working in a large air conditioned office with multiple computer consoles, noise, dust, fumes and vehicle exhaust.

Working Hours Full-time - between 4:00 a.
m.

  • 6:
00 p.
m.
; up to 40 hours per week, weekends and holidays, with overtime as deemed necessary, with prior management approval.
Flexibility required.
Part time - between
9 hours per week; flexibility required.

Physical and Mental Demands Able to maintain self-control, handle stressful situations and resolve concerns and issues in a calm, professional manner, using judgment and discretion.

Able to work with alertness with attention to detail and process information quickly.

Constant - sitting, hearing; Frequent - vision; Occasional - pulling/lifting/carrying less than 25 pounds, standing, walking; Not applicable - pushing, pulling/lifting/carrying 25 to more than 50 pounds, stair climbing, bending, crawling, squatting, kneeling, stooping, crouching.


Communication Demands:


Constant - requires written communication to co-workers, talking and written communication to outside trade persons/vendors, talking on the telephone, responding to written or verbal requests of vendors, training/giving verbal instructions, receiving verbal instructions, visiting/working at different work sites; Frequent - requires talking to co-workers, responding to written or verbal requests of co-workers, receiving written instructions, writing/composing written language, reading; Seldom - requires talking and written communication to customers, supervising others.

JTB Hawaii Travel, LLC is a drug free workplace and an Equal Opportunity Employer.
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Estimated Salary:
$20 to $28 per hour based on qualifications.