Associate - Customer Service, Oli Oli Information Center

Primary Responsibilities: Provides quality professional Customer Service, briefing Japanese clients and non Japanese clients meeting with tours to adjust and finalize itineraries.

Essential Functions:

Percent
Time Spent

Essential Functions

30%

1. Customer Service - Provide general information on dining, shopping, optional tours, etc. and support Japanese and non-Japanese customers at various plaza locations, telephone or briefing in person, and "RAKU-Navi" system for customers before leaving Japan.

20%

1. Problem Resolution - Resolve concerns and issues and assist with emergency situations. Reports to supervisor and CS Operations any incident with tours such as accidents, long flight delays, missing/damaged baggage, etc.

20%

Preparation for Look/Chart Group

*  Prepare documents and material for arrival tours; review itinerary and arrangements, create simulation for incoming groups and plan workflow according to updated movements.  Adjust arrangements when necessary and inform CS Headquarters and/or other staff; transmits total group counts to affiliated companies.

*  Prepare documents and complete paperwork for arrival, departure, and in-house tours as required.

*  Review rooming lists of arrival groups provided by hotels to verify that requests such as category, room type, bed type, view, etc. are confirmed.

*  Inventory vouchers, meal coupons, 'Oli 'Oli /JTB phones, office supplies, and other equipment and materials.

*  Meet with tour to adjust and finalize tour itinerary to ensure smooth movement.

30%

Sales

*  Book optional tours; sell souvenirs and other items. 
*  Occasionally contact Optional department/vendor for booking/recon

Secondary Functions:

1. Study guide books and gain knowledge to keep up with ever-changing information regarding dining, shopping, accommodations, etc.
2. Occasionally assist with check-in and check-out for JTB customers, FITs, etc. at various hotels.
3. Occasionally assigned outside the office at Plazas.
4. Assist at hotel, banquet or restaurant functions.
5. Assist other departments or sections, including rotations at Plazas, during peak periods or as required.
6. Serve as backup for Supervisor and managerial staff when required.
7. Perform other duties as assigned.

Knowledge, Skills and Abilities:

1. High school graduate.
2. Possess at least one (1) year experience in Customer Service or travel industry preferred.
3. Possess at least six (6) months cash handling experience 
4. Able to professionally and effectively communicate and negotiate with employees, business partners, and clients in Japanese and English, via written and verbal communication methods.
5. Possess working knowledge of telephone etiquette and business protocol.
6. Possess working knowledge of Hawaii's tourism infrastructure, Japanese tour characteristics, and Japanese culture and customs.
7. Possess working knowledge of basic math, including 10-key.
8. Possess working knowledge and skills with basic computer systems and software, application programs, e-mail and standard office equipment.
9. Problem-solving skills to flexibly meet demands of customers.
10. Ability to work independently and work cooperatively with others; ability to work with employees, business partners, and customers in a friendly and positive manner.
11. Ability to multi-task and work with concentration, accuracy, and attention to detail.
12. Possession of a valid Hawaii Driver's license preferred.

Working Conditions:

Working Hours

1. Shift work variable between 6:00 a.m. and 10:00 p.m., 7 days/week
2. Full time = up to 40 hours per week as deemed necessary. 
3. Part time = 20~39.9 hours per week and as deemed necessary. 
4. On-call = works only when needed or assigned. Number of days and hours scheduled will vary. 
5. Overtime, weekend and holiday work required.

Working Environment
1. Air conditioned office.
2.  Work offsite as necessary to provide various support services for both LOOK, large tours and VIPs.
3. Subject to varying weather conditions, up to but not limited to, noise, dust, fumes and vehicle exhaust.
 

Equipment Used
Copier, 10-key calculator, computer and printer, multi-line telephone system, cellular phone, facsimile machine, other standard office equipment; vehicle.

Physical and Mental Demands
1.  Constant - sitting, vision, hearing, eye-hand-foot coordination;
2.  Frequent - bending, forward reaching, grasping, handling, finger dexterity; 
3.  Occasional - pushing, pulling/lifting/carrying less than 25 pounds to 50 pounds, lifting/carrying more than 50 pounds, standing, walking, running, stair climbing, squatting, kneeling, stooping, crouching, overhead reach;
4.  Seldom -  pulling more than 50 pounds, side bending, overhead reach;
5.  Not applicable - crawling, climbing. 
6.  Vision sufficient to read correspondence and computer screens.
7.  Able to exercise self-control and handle stressful situations.