Customer Care Executive (Japanese Speaker)

Customer Care Executive (Japanese Speaker)
Lisboa
Lisboa, Lisboa, Portugal

We're looking for passionate individuals with customer care experience in the travel industry who are fluent in English and Japanese; Portuguese is a plus. If you thrive in a
- paced, international environment, this is your moment Applicants must hold a valid work visa for Lisbon, Portugal.

The Company

“People don’t take trips – trips take people” …

… and we’re in the business of planning and organising trips all over the globe for almost half a million travellers each year.

We’re G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.

We’re not a corporation and don’t behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.

We believe that work should be enjoyable, stimulating and fun!

The Department

Our Customer Care teams are the dynamic interface between our global clients (travel agents) around the world and our suppliers (hotels) throughout Europe and the Middle East. The team manages groups of tourists arriving in Europe and in many parts of the world to satisfy customer and business needs.

The Role

Take responsibility for the provision of excellent
- destination service for all groups. Check itinerary feasibility before tour arrival and make sure the operation is seamless. For exceptional groups with special needs provide a concierge level support. Effectively balance customer satisfaction with commercial outcomes. Negotiate, contract, maintain and foster relationships with supplier partners. Prevent issues from happening and solve unpredictable emergencies in a timely manner, maintaining the best service delivery.

Groups Pre-Arrival

Check itinerary details to ensure smooth tour logistics

Obtain and supply contact details before deadlines so complete information is made available to groups

Complete reconfirmations if/as necessary

Ensure familiarity with group requirements before arrival

Follow up with reservations on any
- confirmed services and make sure all services are confirmed

Groups on the Road

Liaise with tour leaders and suppliers to manage the delivery of high standards of service

Maintain proactive contact with the group to anticipate and avoid issues via phone, social media and
- person (where applicable)

Creative problem solving - resolve enquires or problems that arise – quick resolution with the best possible outcomes

Facilitate change requests – negotiating additional hotel and service reservations, itinerary amendments or cancellation requests from Tour Leader or Sales. Minimise the cost to the business and the group for these changes

Act as an emergency response support during any unexpected crisis situations that may arise

Provide
- call support to tour
- emergency
- hours coverage when required.

Coordinate communication between all internal contact points to ensure ongoing transparency of tour progress

Ensure alignment of service expectations between G2, supplier, and group

Ensure all actions taken regarding the group are logged and communicated including relevant cost information

Ensure any urgent issues are handed over out of hours for action

Groups after Departure

Follow up any open issues to resolution – investigation, communication, etc.

Root cause analysis with recommendations to the business on how to avoid recurrence of the issue if applicable

Complete reporting in a timely manner

Monitor quality standards of suppliers and provide positive and negative service examples to the sales, services and hotel teams

Measuring Success

Positive feedback from clients and internal customers ideally demonstrating that G2 was positively promoted, and actions have helped the Company’s growth

Resolution timeframe for issues

Repeat business for exceptional groups

Effective communication history

All on the road contact details available to the Tour Leader within agreed timeframes ie. Driver/Guide contact numbers

Acceptable level of itinerary mishaps & /or issues that should have been identified during reconfirmation and itinerary checks.

Recommendations for process and quality improvements

Ability to demonstrate examples of cost minimisation to the business &/or groups

Demonstrate support for market requirements and delivery to customer expectations

The Requirements

Previous experience in travel industry or customer service essential

Languages – Fluent Japanese and English essential

Other languages desirable: Portuguese

Location: Lisbon, Portugal

Flexibility in hours including extended availability and willingness to act in an
- call capacity if needed

Proactive and customer focus

Strong
- solving, negotiation skills and detail orientation

Demonstrated
- cultural understanding and empathy

Multitasker with the capability to prioritise and meet deadlines

Ability to work independently under pressure

Versatility to work effectively as part of a wider team