Customer Operations Agent

2 weeks ago

London, United Kingdom Japan Experience Full time

**CUSTOMER OPERATIONS AGENT**

**About the business**

Founded in 1981, Japan Experience is the first European tour operator to specialise exclusively in Japan. As a team of enthusiasts, we seek to pass on our love and knowledge of Japan to any prospective travellers, in order to make their experience as smooth as possible. Whether you like to organise your trip yourself, or let us handle all the details, we have everything you need among our large catalogue of products. Beyond that, our mission is to inspire customers to discover Japan differently, far from the usual clichés. Prior to the Japanese borders closing in 2020, we accompanied 29,000 visitors per year to Japan.

**Main Goal**

**Reports to**

Customer Operations Director / Customer Service Supervisors

**Role Overview**

**Customer Service Support**:

- Processing customer bookings, cancellations and amendments
- Promotion and upselling of catalogue services and products
- Dealing with customer issues and complaints
- Meeting regularly with team to provide feedback on how to improve staff and customer experience

**Back-Office Services (Order processing)**:

- Stock management (maintain adequate levels of stock/supplies)
- Office procurement (anticipate and secure availability of stock/supplies)
- Manage daily exports (organise shipping and office pick-ups)
- Resolve any production issues (lost products, delivery issues)
- Dealing with shipping carriers and suppliers (domestic and overseas)

**Education/Background**
- Travel industry background desirable
- Must have experience in customer support
- Resident and eligible to work in the UK
- This is not a remote post

**Language Skills**
- English : Native or proficient
- Excellent written and verbal communication skills

**Technical IT Skills**
- Google drive and documents
- Microsoft Office

**Soft skills**
- Reliable & punctual
- Proactive & responsible
- Attention to detail
- Organisational skills
- Ability to prioritise workloads
- Strong problem solving and multitasking skills
- Flexibility to work evening and weekend shifts (if needed, rotas are organised in advanced)

**Benefits**
- International team environment
- Incentives to travel in Japan
- Salary: from 22,000 per annum
- Yearly bonus based on performance

**Salary**: From £22,000.00 per year

Schedule:

- 8 hour shift
- Weekend availability

Supplemental pay types:

- Yearly bonus

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Work Location: In person

Expected start date: 15/08/2023

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