Japanese Speaking Travel Guide 

Job Type: Full time

Salary: $3,500 – $4,000 per month

Responsibilities

• Assist the Contact Centre Manager to ensure all activities meet and integrate with organizational requirements for quality assurance and a high standard of customer service
• Be the primary contact for assisting Pacific and global including Japanese speaking members with difficulties at resorts per the Global Member Servicing Policy
• Supervise and ensure that Vacation Exchange check-in problems into resorts around the region are solved promptly
• Supervise and ensure that Vacation Exchange check-in deletion and relocation cases are solved within stipulated deadline
• Handle escalated complaint cases and ensure that justified compensation packages are accorded to complaint members, whilst ensuring customer retention
• Monitor internal staff are giving Quality Service – to Japanese speaking members, to affiliated resorts, to the public, and to staff, including monitoring of corporate standards
• To provide coaching and training needs to individual Customer Care Specialist within the team
• Assist the Contact Centre Manager with some administrative and reporting functions within the team so as to achieve operational efficiency
• Mentor new hires within the team to bring them up to management expectation both in complain handling and customer service
• Supervise calls and emails regarding general programme enquiries, feedbacks and complaints (daily correspondence)
• Develop and manage a correspondence system and respond to letters/faxes/emails from members
• Assist the Contact Centre Manager in identifying, implementing and developing customer service strategies in Operations
• Other duties include but are not limited to attending to internal as well as external customer inquiries, problem solving, attending to self-enrolments and resort profile updates and liaising with the Account Managers
• Provide proper guidance, support and direction to the sales team by undertaking an advisory role in addition to the daily Customer Care role

Requirements

• Japanese language proficiency to liaise with Japanese speaking customers
• At least 1 year of sales / service experience preferably from the travel-related industry or a Contact Centre environment