Hawaii - Manager, Customer Service-Waikiki

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.

Dayforce Code: Hawaii-Manager-CS Headquarters  [Pay  Range:  $55,000 - $85,000]

PRIMARY RESPONSIBILITIES:  Enforce policies and procedures set forth by the company as they relate to the successful operation of Customer Service Headquarters (CSHQ) Operations, Arrangement, and Customer Relations.  Oversee staff in their duties of controlling inbound Japanese and non-Japanese tour movements.  Serve as liaison between various Japan regional offices, sales offices, and Hawaii office regarding past, present, and future tour movements. 

 Secondary Functions:

1. Oversee administrative paperwork related to CSHQ personnel, including checking and approving time sheets, leave of absence requests, and other personnel related work.
2. Maintain records, prepare reports and statistical analyses as required.
3. Serve as backup to Senior Manager and General Manager of Customer Service division as required.
4. May assist at various other Customer Service locations if need arises.
5. Perform other duties as assigned.

Knowledge, Skills, and Abilities:

1. Bachelor’s degree.
2. Possess a minimum of five (5) to seven (7) years’ experience in customer service industry. Travel/hospitality industry or related experience preferred.
3. Possess at least five (5) – seven (7) years’ management experience.
4. Able to professionally and effectively communicate in English and Japanese.
5. Possess knowledge of Japanese tour characteristics, Japanese culture and customs.
6. Possess knowledge of telephone operation, telephone etiquette, and business protocol.
7. Possess problem solving skills to flexibly meet demands of customers.
8. Possess working knowledge of basic computer systems, JTB’s in-house systems and software, application programs, e-mail, and standard office equipment.
9. Possess a valid Hawaii driver’s license with clean abstract.

Working Conditions:

Working Hours

1. Normal business hours:  between 4:00 AM to 6:00 PM, Sunday through Saturday, including weekends and holidays, as deemed necessary.
2. On call for emergencies 24 hours a day.
3. Regular attendance at the workplace is required.

Working Environment

1. Air-conditioned office or, remote workplace
2. Works in large, open room with approximately 50 to 60 employees and multiple computer consoles.

Equipment Used

In-house computer system, personal computer, printers, 10-key calculator, copy machine, facsimile machine, telephone, and other standard office equipment.

Physical & Mental Demands

1. Able to exercise self-control and handle stressful situations; able to handle angry customers.
2. Able to multitask and work with concentration, accuracy, and attention to detail.
3. Able to handle difficult situations in a timely and professional manner.
4. Able to use judgment and discretion; able to make decisions and use self-control.
5. Constant – sitting, vision, hearing, eye-hand-foot coordination;
6. Frequent – walking, bending, forward reaching, grasping, handling, finger dexterity;
7. Occasional – pushing, pulling/lifting/carrying up to 50 pounds, standing, running, stair climbing, squatting, kneeling, stooping, couching, overhead reach;
8. Seldom – pulling more than 50 pounds, twisting, side bending;
9. Not Applicable – crawling, climbing.

Communication Demands

1. Constant – requires talking to customers, reading;
2. Frequent – requires talking and written communication to co-workers, talking to outside trade persons/vendors, talking to the telephone, supervising others, responding to written or verbal requests of co-workers, training/giving verbal instructions;
3. Occasional – requires written communication to customers and outside trade persons/vendors, responding to written or verbal requests of vendors, receiving written instructions, writing/composing written language, visiting/working at different worksites.

COVID-19 Responsibilities

1. Daily wellness check prior to coming to work.
2. Facemasks must be worn at all times while at work.
3. Frequent hand washing or sanitizing.
4. Keep your distance to maintain at least six (6) feet of physical distance between you and your co-workers when physical barriers (such as walls or partitions) are not available.
5. Perform routine environmental cleaning, disinfection, and ventilation. Routinely clean and disinfect all frequently touched surfaces, such as workstations, countertops, handrails, and doorknobs. Discourage sharing of tools and equipment, if possible.
6. Stay home when sick; avoid spreading virus to others.
7. Set clear expectations regarding illness. Make sure sick employees do not come to work.
8. Know what to do if an employee gets sick at work. Sick employees should be separated from other employees and customers.

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JTB Hawaii, Inc. is a drug free workplace and an Equal Opportunity Employer.