Hawaii - Associate, Japanese Answering Service (remote)

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 ]

PRIMARY RESPONSIBILITIES:  Operate telephone to provide answering service to clients.  Assist customers at the Japanese Answering Service (JAS) Clients Service Desk in providing information for various requests, speaking in Japanese and/or English.  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’s issues and concerns by following proper procedures; obtaining information from the caller.  Report to manager, if needed. 

30 %             * Intake customer information, arrange the services and submit reservation requests to vendors by telephone and 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 the Senior Manager or other senior management.

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

1. High school diploma or equivalent
2. Possess at least one (1) year experience in a call center or, customer service environment.
3. Possess excellent communication skills in speaking, reading and writing in Japanese and English.

Knowledge , Skills and Abilities;

1. Possess strong listening and communication skills (speaking, reading and writing) in Japanese and English. 
2. Possess strong interpersonal and negotiation skills. 
3. Possess working ability with telephone operation and etiquette, computer proficiency in Microsoft Word, Excel spreadsheets, and email programs, such as Microsoft 365. 
4. Possess knowledge of tour industry, tour movements, and arrangements, including working knowledge of Hawaii’s tourism infrastructure, understanding of different countries’ tour characteristics and needs.
5. Able to resolve conflicts and complaints from customers in an effective and friendly manner. 

Working Conditions:

Working Hours:

1. Normal business hours:  24 hours, Sunday – Saturday, including holidays.
2. 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. 
3. 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, such as a headset. 

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.

1. Able to define problems, collect data, establish facts, and draw valid conclusions. 
2. Flexible to react quickly and appropriately to challenging situations. 
3. Able to perform multiple tasks. 
4. Constant – sitting, grasping, handling, finger dexterity, vision, hearing
5. Seldom – standing, walking, bending, forward and overhead reaching, twisting
6. 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

1. Constant – requires talking and written communication to customers and outside trade persons/vendors, talking on the telephone;
2. 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;
3. Not applicable - supervising others, training/giving verbal instructions, visiting/working at different worksites.

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