Travel Experience Specialist

Responsibilities

• Answer customer inquiries, requests and issues by telephone and email
• Coordinate with the operations team and travel consultants on customer experience issues
• Handle incidents and issues in the TESS ticketing system
• Troubleshoot during service disruptions such as earthquakes or typhoons
• Ensure decisions align with company policy and client experience focus
• Liaise with service providers to ensure seamless service delivery
• Participate in projects to improve service quality during low seasons
• Proactively seek opportunities to enhance client experiences within destinations

Requirements

• Native English speaker with intermediate to advanced Japanese (JLPT N2 preferred)
• OR Native Japanese speaker with advanced English (TOEIC 900+ preferred)
• Experience traveling in Japan and knowledge of the country
• Confident phone manner in both English and Japanese
• Proficiency in Microsoft Office and general IT confidence
• Ability to remain calm under pressure and high emotional intelligence
• Strong attention to detail

Benefits

• Japanese Health Insurance, Employee Pension Scheme, Employment Insurance, and Labour Accident Compensation
• 23 days annual leave
• Day off on your birthday
• 10 days of sick leave
• Annual Health Check
• Annual discretionary performance bonus

About the Company

Inside Travel Group values Knowledge, Friendliness, Passion, Determination, Quality, and Integrity. We aim to create an inclusive and welcoming workplace for people of all backgrounds.