Founded in 1981, Japan Experience is the first European tour operator to specialise
exclusively in Japan. Our mission is to become the leading brand for anyone wishing to visit
the country. Our headquarters are in Paris, with offices in Tokyo, London, Berlin, Madrid, and
Milan.
The role focuses primarily on customer service, with an additional contribution to sales.
Customer Service Support :
● Processing customer enquiries (in person, by email and over the telephone)
● Processing customer bookings, cancellations and amendments
● Processing driver license translations (booking, shipping, troubleshooting)
● Managing customer and supplier invoicing
● Promotion and upselling of catalogue services and products
● Dealing with customer issues and complaints
● Customer after sales related financial activities (Processing payments, refunds and
credit notes)
Back-Office Services (Production) :
● Stock management (maintain adequate levels of stock/supplies)
● Office procurement (anticipate and secure availability of stock/supplies)
● Manage daily exports (organise shipping and office pick-ups)
● Resolve any production issues (ID Checks, lost products, delivery issues)
● Dealing with shipping carriers and suppliers (domestic and overseas)
Sales Activities
● Effective management of sales enquiries
● Liaise with Ops Team to handle all booking aspects, including flights ticketing,
accommodation, tours, and activities. (Processing cancellations and amendments)
● Arrange and deliver top quality and complex itineraries
● Cross selling and upselling of all JE services and products
● Ensure client expectations are meet, providing expert advice
● Excellent knowledge of Japan as destination
● Deliver high levels of customer service
● Representing the company during B2C and B2B events
● Degree, national qualification or successful completion of an apprenticeship in
business or travel agencies
● Experience travelling in Japan
● Must have been to Japan at least once
● Eligible to work in Europe
● Lives within commuting distance of the office
● This is not a remote position
● At least one year of experience in a similar role on either B2B or B2C environments
Language Skills
● Italian: Native or proficient
● English : Advanced (Business conversational level)
● Spanish: Advanced (Business conversational level)
Technical IT Skills
● Google drive and documents
● Internet common applications
Destination Knowledge
● Good knowledge of Japan (Prefectures, infrastructure, attractions)
● Awareness of Japanese culture and society
● Must have travelled in Japan
Soft skills
● Reliable & punctual
● Attention to detail
● Excellent presentation and organisational skills
● Ability to prioritise workloads
● Target-driven and strategic attitude with the ability to work towards KPIs
● Strong problem solving and multitasking skills
● Flexibility to work evening and weekend shifts (if necessary)
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Japan Experience is a specialist Japan travel company, offering unique products and services to help customers plan their perfect trip to Japan.
We cover all transport needs for travel in Japan, from Japan Rail Pass to car hire, while offering exclusive services different from other tour operators.
We have over 40 house rentals in Tokyo, Takayama, Kanazawa and Kyoto, with our Travel Angels acting as a host and personal guide for the duration of their stay. Our Travel Angels help customers gain an authentic experience: immersing themselves into the local community, culture and experiencing how people in Japan go about their daily lives.
Japan Experience is the one-stop shop for all traveller needs with staff who want to share their knowledge and passion for this amazing country.
