Japanese Speaking Customer Service - Airline B2B（カスタマーサービス - 航空会社/B2B）

Key Responsibilities: 
General Role: 

• Represents the brand, the culture, and values of our clients 
• How you convey will be how our client is perceived by the customers 
• Maintaining a positive, empathetic, and professional attitude toward customers at  all times 
• Handle customer’s concerns positively and professionally
• Interact, support, receive feedback/issue report with or for customers 

Specific Responsibilities and Accountabilities 

• Provide timely support to customers through available communication channels (inbound, outbound calls and email) 
• Providing solutions to travel or tour agencies, in ticket reservation, exchange or refund. 
• Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information’s 
• Pro-active support to customers to prevent damage to brand loyalty 
• Identify and escalate priority issues through proper channels when necessary
• Works with other team members in identifying better ways in providing better 
  customer support 
• Maintains and improves quality of service by giving recommendations 
• Keeps job knowledge up to date by attending upskill training to improve skill
• Meet all key performance indicators set by the company and client
• Adhere to the policies set by the company. 

Main Requirements: 
Core Competencies & Proficiencies Levels 

• Japanese: Business-advanced proficiency- Possess strong communication skills, including the ability to converse, read and write (type) effectively in the native language. For non-native: JLPT N2 level or above 
• English: Intermediate - Ability to converse, read and write effectively in English is an added advantage 
• Ability to multitask, detailed oriented and possess good problem-solving skills 
• Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers 
• Passionate in helping to resolve customer issues / queries and complaint handling 
• A team player who thrives in a fast paced, dynamic environment 
• A self-starter who is able to work independently and under minimal supervision 
• Able to determine the problem/sentiment of each interaction and responds professionally 
• Communicating with customers through all channels (phone, social media, digital, chat, etc.)