Customer Service Coordinatore (Japanese speaking, UK)

Kuoni Global Travel Services; London; On-site; GBP 25,000 - 35,000; Full time

Job description

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Customer Service Coordinator (Japanese speaking, UK), London

Location:

London, European Union

Job Category:

Customer Service

Job Reference:

cr8d364d

Job Views:

Posted:

Expiry Date:

08.05.2025

Job Description:

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japan specialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts- enabling us to make a real difference to the world.

About the Role

The key objective of this position is handling tours and providing dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. This shall be done with a strong focus on high quality customer service. The Customer Service Executive will also be the first contact point for all emergency situations that may arise and is expected to function as local PR agents and sales support to maintain existing customer relationships and promote future business. We would welcome applicants with a pleasing personality and approachable nature.

Key Responsibilities

1. Effectively handle all incoming calls, emails, and chats for customers travelling within the Company’s European territories.
2. Professionally deal with queries and/or complaints that may arise from customers, suppliers, or hoteliers.
3. Conduct a feasibility review for itineraries to ensure they are user friendly and will run smoothly.
4. Process and confirm all service bookings efficiently and accurately, paying attention to any special requirements from the customers.
5. Conduct regular service quality checks and monitoring of services provided on tours.
6. Provide clear, detailed reports/presentations following interactions with customers and/or other inspections and spot checks.
7. Meet and greet customers and tour leaders during and outside office hours as and when required.
8. Work on shift hours pattern including night shifts, weekends, and bank holidays as/when required.
9. Act as an emergency response team and provide support to tour leaders/customers during any unexpected crisis situations that may arise.

To Succeed in the Role, You Should Have:

1. 1 to 2 years’ experience in customer service/travel industry/call centre, is desirable.
2. Previous Contact Centre technology knowledge is desirable.
3. Travel industry market & culture understanding/experience for APAC/EMEA is desirable.
4. Business level of English is essential (both verbal and written).
5. Native level fluency of Japanese is essential (both verbal and written).
6. Computer literacy – experience in working with Microsoft Office.

We Are Looking for a Person With:

1. Self-motivated, enthusiastic, organized, and able to prioritize workload in a fast-paced, dynamic and highly energized environment.
2. Excellent verbal and written communication skills.
3. Strong problem-solving skills.
4. Team player, with flexible and adaptable approach.
5. Ability to navigate changes.

What We Offer:

1. Opportunity to work in an international environment.
2. Diverse & Inclusive culture.
3. Learning and training opportunities for growth.
4. Dedicated Employee Engagement Activities.
5. Dedicated wellbeing & employee benefit schemes.