Travel Experience Specialist

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:

Closing Date: July 13, 2026