Your Key Responsibilities are:
- Respond to customer inquiries via phone, email, and chat in Japanese and English.
- Assist customers with hotel reservations, itinerary changes, and travel-related concerns.
- Provide accurate information on hotel policies, rates, and promotions.
- Resolve customer issues promptly and professionally, escalating complex cases when necessary.
- Maintain detailed and accurate records of customer interactions in the system.
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Collaborate with internal teams to ensure timely resolution of customer requests.
- Participate in activities designed to improve customer satisfaction and business performance
- Prepare complete and accurate work including appropriately notating accounts as required
- Track, document and retrieve information in call tracking database
We are open with Native Japanese and any Nationality who scored N1 in Japanese Language
