Job Description

Travel Experience Specialist

The role:

Your role as a Travel Experience Specialist is twofold: proactively seeking opportunities to improve clients’ travel experience and reactively assisting in resolving inbound customer issues, concerns, or requests. As a key member of the Customer Experience team, you’ll play a pivotal role in delivering exceptional customer service while monitoring the day-to-day travel landscape. This includes surveying air and rail services, weather events, and public health risks to keep our travelers informed of any potential disruptions.

No two days are the same for our Customer Experience team, as you'll manage itinerary-related inquiries, provide assistance with missed transfers, and fulfill requests for additional guides or unique travel experiences. You'll also support clients in more challenging situations such as lost items, medical emergencies, or unexpected delays. This is a multitasking role that involves managing the customer support phone line, inbox, and TESS (our customer support ticketing system) to calmly, efficiently, and effectively deliver solutions.

In the fast-paced world of travel, challenges are inevitable. You are the dependable customer support specialist who thrives on resilience and determination, always ready to turn situations around so our customers can continue their journey without a hitch. As part of a dynamic and passionate team, you’ll contribute to delivering unparalleled customer satisfaction while enhancing travelers' lives through memorable cultural experiences.

Key responsibilities:

• Monitor travel environments (e.g. transport, weather, health, safety) to identify

  potential risks or disruptions

• Review upcoming and in-progress trips to identify opportunities for service and quality

  improvements

• Manage all inbound customer queries, ensuring accurate logging in TESS

• Respond to and manage ongoing customer communications throughout their journey

• Resolve customer issues by coordinating with internal teams and external partners to ensure seamless service delivery

• Maintain ownership of customer cases through to resolution, ensuring a consistent and high-quality experience

• Participate in projects during low season in order to improve service quality  

What We Are Looking for From You:

• Fluent English and intermediate to advanced level of Japanese (preferably JLPT N2 or higher) OR

• Fluent Japanese speaker who has an advanced level of English (preferably a TOEIC score of 900 or higher).

• Excellent communication skills and a calm, composed 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 and confidence in using Microsoft Office and various software.

• Passionate about customer service  

• Ability to work individually as well as a team. 

• 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:

• Annual discretionary performance (individual and company related) bonus

• Familiarisation trips to our destination countries

• 20 days annual leave, rising by one day each year to a maximum of 23 days

• 13 paid public holidays

• Day off on your birthday

• Volunteering leave

• Employee Assistance Program

• Designated learning and development time

• Employer retirement contributions

About us:

Inside Travel Group Ltd is a pioneering travel company with a passion for crafting extraordinary experiences in Japan. With offices in the UK, USA, Australia, and Japan, we have been connecting travelers to the heart and soul of Japan with our customised tours and unique travel experiences. Winning numerous awards for our innovative packages and services, we have built a reputation for excellence and sustainability in travel. Becoming B Corp certified in 2023 has further solidified our commitment to not just creating unforgettable holidays, but also to making a positive impact on the world.

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.

Candidates must be located in one of the following states to be considered eligible for employment: AZ, CA, CO, FL, GA, IN, MI, MN, NC, NJ, NV, OR, PA, TX, VA.

Inside Travel Group participates in the E-Verify Program for all US based applicants.