As a Customer Service Executive you will provide excellent levels of customer service to resolve hotel and customer queries.

We are looking for candidates to cover all our shift patterns with hours ranging from 6pm to 10pm on weekdays and 8am to 6pm Saturday and Sunday. Please state preferred hours on application.
You will also be required to work one Saturday and one Sunday a month, which you will receive an additional payment for each month.

Responsibilities:

• Manage relationships with hotels by providing high levels of customer service and account management support.
• Act as main point of contact with the hotel
• Communicate any developments in service, products, website or systems
• Answer any incoming queries from hotel (system problems, reservations, over-booking and invoicing)
• Answer any incoming queries (about the system and reservations, etc) from customers
• Manage customer complaints regarding overbooking and hotel amenities/services in a professional manner, resolving the problem through the most effective means.
• Provide guidance to hotels in utilising and optimising our systems
• Liaison with the appropriate departments to gain relevant information, resolve problems or provide support.
• Ensure timely follow-up with, hotel providing thorough feedback.
• Resolve any issues/complaints that have been detailed on the incoming guest reviews and take appropriate action (if necessary).
• Ensure that all administration is completed

Requirements:

• 5 GCSE’s (or equivalent) A-C
• Some work experience or similar in a customer facing role (gained in any industry)
• Strong written and verbal communication skills in both Japanese and English.
• Articulate with excellent telephone manner
• Efficient, organised and able to work on your own proactive initiative