Hawaii - Associate, Customer Service- Japanese Answering Service (JAS)

JTB Hawaii, Inc., is a dynamic leader in travel services, event planning and management, transportation, golf tours and merchandising in the Hawaiian Islands. The company has evolved from its roots in servicing inbound Japan travelers to its current position as a provider of creative and comprehensive global travel and entertainment solutions. [This is a Remote position - 24 hours/7 days a week - full-time positions must be available to work all shifts, days and nights] [Pay Rate – per hour: $17.00; ($21.00 - night/overnight shift premium) ] PRIMARY RESPONSIBILITIES: Operate telephone to provide answering service to clients. Assist customers at the JAS Clients Service Desk by providing information for various requests. Book and sell optional tours and gift products by telephone or through the internet. Percentage Time Spent Essential Job Functions 50 %

• Record and deliver messages, furnish information, accept orders, and relay calls. Accept and convey messages for customers according to specific client instructions. Handle emergency calls and resolve customer issues and concerns by following proper procedures; obtaining information from the caller. Report to manager, if needed.

30 %

• Take-in customer information, arrange for services and submit reservation requests to vendors by telephone and on-line systems. Update next shift on unresolved messages or incidents.

20 %

• Compute charges, receive charge card payments, and reconfirm tour details with the customer.

Other Duties: Perform all other multi-task duties within company as assigned by General Manager 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
• Possess at least one (1) year experience in a call center or, customer service environment.

Skills and Knowledge

• Must be able to speak, write, and read in English and Japanese.
• Possess strong listening and communication skills.
• Possess strong interpersonal and negotiation skills.
• Possess working experience in telephone operation and etiquette, computer proficiency, including good data-entry and typing skills.
• Possess knowledge of tour industry, tour movements, and arrangements and, possess working knowledge of Hawaii’s tourism infrastructure, understanding of different countries’ tour characteristics and needs.
• Able to use computer with specific knowledge of word processing, spreadsheets, and email programs.
• Able to resolve conflicts and complaints from customers in an effective and friendly manner.

Working Conditions: Working Hours:

• Normal business hours: 24 hours, Sunday – Saturday, including holidays.
• Full-time - up to 40 hours per week with overtime, as deemed necessary, with prior management approval. Must be able to work a flexible schedule, any day of the week including holidays.
• Part-time - up to 20 hours per week. Must be able to work a flexible schedule any day of the week, including holidays.

Working Environment: Air conditioned office or, remote workplace. Equipment Used: Computer, calculator, telephone and other standard office equipment. Physical/Mental Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Able to define problems, collect data, establish facts, and draw valid conclusions.
• Flexible to react quickly and appropriately to challenging situations.
• Able to perform multiple tasks.
• Constant – sitting, grasping, handling, finger dexterity, vision, hearing
• Seldom – standing, walking, bending, forward and overhead reaching, twisting
• Not applicable – pushing, pulling/lifting/carrying any weight less than and over 25 lbs., running, stair climbing, crawling, squatting, kneeling, stooping ,climbing, crouching, side bending, eye-hand-foot coordination.

Communication Demands

• Constant – requires talking and written communication to customers and outside trade persons/vendors, talking on the telephone;
• Frequent – requires talking and written communication to co-workers, written or verbal requests of co-workers and vendors, receiving verbal and written instruction, writing/composing written language, reading;
• Not applicable - supervising others, training/giving verbal instructions, visiting/working at different worksites.
• **

To submit an application, click on the Apply button at the top of this page. JTB Hawaii, Inc. is a drug free workplace and an Equal Opportunity Employer. Apply tot his job Apply To this Job