Customer Service - Japanese Speaker

The Customer Service - Japanese Speaker role supports hotel partners, suppliers, and customers across international markets for a global travel technology company. The position acts as a key point of contact for booking-related enquiries, ensuring smooth operations, timely problem resolution, and an exceptional customer experience. The role collaborates closely with internal stakeholders and external partners to maintain service excellence and support business growth.

Responsibilities

• Manage hotel bookings and reservations, ensuring confirmations are processed accurately and supplier details are properly recorded
• Handle customer enquiries by phone and email, providing prompt and professional support in line with service standards
• Resolve booking-related issues and coordinate alternative accommodation arrangements when required
• Work closely with Sales, Product, and supplier partners to investigate and resolve customer concerns efficiently
• Identify operational or system-related issues and escalate them to the relevant internal teams for follow-up and resolution
• Contribute to business retention by delivering outstanding customer service and promoting online booking solutions
• Coordinate with Finance and other departments regarding booking administration, payment status, and related processes
• Maintain accurate records and ensure all customer interactions are handled professionally and effectively
  
  

Requirements

• Fluency in both Japanese and English, with strong written and verbal communication skills
• JLPT certification at N3 level or above
• Previous experience in customer service, customer support, hospitality, travel, or another client-facing environment
• Excellent interpersonal and relationship-building abilities
• Ability to work comfortably in a fast-paced environment while managing multiple priorities and deadlines
• Strong problem-solving and conflict-resolution skills
• Adaptability and the ability to perform effectively in a dynamic and changing business environment
• High level of professionalism, emotional intelligence, and a customer-focused mindset
• Strong computer literacy and analytical skills
• Ability to work collaboratively within a team while organising and prioritising workloads effectively
  
  

About the company


A global company in the travel technology industry operating a business-to-business marketplace that connects accommodation providers and other travel suppliers with travel buyers. The organisation uses technology, data, and market expertise to support booking and travel distribution across international markets.