Customer Service Agent, Japanese

About the Role

David Kennedy Recruitment Ltd. is hiring a remote Customer Service Agent to provide premium support to travel industry clients. In this role, you will manage inquiries concerning flights, hotels, activities, and travel products, serving as the primary point of contact. You will work within a diverse, global consultancy that values an inclusive culture and offers a platform for professional growth in a fast-paced environment.

Requirements

• The ideal candidate must be a native Japanese speaker with a good command of the English language.
• Applicants should have at least one year of experience in a customer-facing or partner-facing role.
• Strong customer service skills are essential, specifically demonstrated through attentiveness, empathy, patience, and consistency.
• The role requires excellent verbal and written communication skills, along with professional telephone etiquette and a high degree of attention to detail.
• Candidates must be willing to work rotating 24/7 shifts, which include weekends and public holidays, to meet business requirements.
• Furthermore, a high degree of integrity and the ability to handle confidential information with care are required for success in this role.

Responsibilities

• The Customer Service Agent will be responsible for delivering excellent service by managing customer needs through phone, email, and messaging channels.
• You will handle a high volume of inquiries from both customers and partners, taking full ownership of issues including operational matters, pricing, and invoice concerns.
• The role involves working collaboratively with the wider team to contribute to the overall customer experience.
• Additionally, you will identify opportunities to improve service quality through self-service initiatives and process improvements, while providing feedback to leadership to help enhance operational efficiency.
• You will also be expected to perform necessary office-based administrative duties and maintain open communication with team leaders and managers regarding your ongoing performance and coaching needs.

Benefits & Perks

• This role offers a remote work-from-home arrangement for candidates based in the Philippines.
• The company provides a competitive compensation package, including performance bonus opportunities and a range of employee benefits.
• Employees will have access to career and professional development opportunities, including thousands of free learning courses.
• The company supports staff with initial training and ongoing coaching, relocation support, and the experience of working within a truly global and inclusive team.