The role:
The Customer Experience team provides comprehensive support for customers while they travel, assisting with any in-destination requests to ensure they feel fully supported throughout their trip. This includes monitoring daily conditions such as transport, weather, and public health updates.
Your role as a Travel Experience Specialist is twofold: proactively seeking opportunities to improve clients’ experience, as well as reactively helping to resolve any inbound issues, problems or requests. The Customer Experience team plays an important role in monitoring the day-to-day travel environment, surveying everything from air and rail services through to weather events and public health risks, to keep our travelers abreast of any potential issues that might arise.
Key responsibilities:
Answer customer inquiries, requests and issues by telephone and email
Coordinate with the operations team and travel consultants on customer experience issues
Handling incidents and issues in TESS (our ticketing system)
Troubleshoot during service disruptions – earthquakes, typhoons etc
Ensure that decisions are made in line with company policy and with a client experience focus
Liaise with service providers to ensure seamless service delivery
Participate in projects during low season in order to improve service quality
Seek every opportunity in order to enhance clients’ within destination
What we are looking for from you:
Native English speaker and intermediate to advanced level of Japanese (preferably JLPT N2 or higher).
A successful native Japanese speaker will have an advanced level of English (preferably a TOEIC score of 900 or higher). Overseas experience is a plus. Excellent communication skills and a calm, unflappable manner
Keen attention to detail and ability to remain calm under pressure
Experience of travelling in Japan and knowledge of the country
A confident phone manner in both English and Japanese
Proficiency in using Microsoft Office and confidence and an interest in using IT
Passionate about customer service
Ability to work individually as well as the capacity to fit in to a team orientated workplace
A high level of emotional intelligence
You don’t need to meet every requirement. If you’re motivated, passionate, and think you’d be a great fit, we would love to hear from you. As an equal opportunities' employer, we're committed to making our recruitment process inclusive, accessible, and welcoming for everyone. If you require any adjustments or accommodations to support you during the recruitment process, please let us know.
What you get in return:
Japanese Health Insurance, Employee’ Pension Scheme, Employment Insurance, and Labour Accident Compensation
23 days annual leave
Day off on your birthday
10 days of sick leave
Annual Health Check
Annual discretionary performance (individual and company related) bonus
Why work with us:
At Inside Travel Group, we value Knowledge, Friendliness, Passion, Determination, Quality, and Integrity. We believe in creating a workplace where everyone feels welcome, supported, and inspired to do their best work. We celebrate the different cultures, perspectives, lifestyles, and experiences that shape our team, and we welcome applications from people of all backgrounds and communities.
How to apply:
We will be reviewing and interviewing candidates on a rolling basis, so we encourage you to submit your application as soon as possible. Due to the high volume of applications, we may close the application process before the stated deadline if we receive enough qualified candidates OR We receive a high number of applications, so please do submit your application as soon as possible. We may close applications before the date mentioned above if we receive enough suitable applicants.
Closing Date: July 13, 2026
Inside Travel Group (ITG) is a specialist tour operator headquartered in Bristol, UK, with sales branches located in Broomfield, Colorado and Brisbane, Australia, and an operations branch based in Nagoya, Japan. The company consists of specialist travel brands InsideJapan Tours, established in 2000, and InsideAsia Tours, which specialises in travel to Asia.
The multi-award-winning InsideJapan is one of the world’s largest and most respected independent providers of travel to Japan. The company offers unique group tours, tailored travel, and cultural experiences that few get the chance to discover.
With years of experience living, working, and travelling in our destination countries, our team offers unrivalled advice and support, whatever our customers’ budget or personal interests. Our trips give people the chance to experience both the popular and little-known aspects of Japanese and Asian culture, providing customers with an insight into the diverse character of the countries we love.
We guarantee that you'll have our support every step of the way: in planning and preparation for your trip and during your travels – including on the ground in case something unexpected occurs or you want to make a change. We never pass the buck or fail to take responsibility. We’ll always be there to help you and make it right.
