Customer Journey Navigator

6 days ago


Bristol, Bristol, United Kingdom Insidetravelgroup Full time
Company Overview

Insidetravelgroup is a dynamic company that values customer satisfaction above all else. We are passionate about delivering exceptional travel experiences for our clients, and we are seeking like-minded individuals to join our team.

About the Job

This is an exciting opportunity to work with a talented team dedicated to providing top-notch customer service. The successful candidate will be responsible for managing our customer support phone line, inbox, and TESS (our customer support ticketing system) with poise, efficiency, and precision.

Key Responsibilities
  • Responsibilities:
    • Respond to customer inquiries, requests, and issues via telephone and email
    • Collaborate with the operations team and travel consultants on customer experience matters
    • Manage incidents and issues within TESS
    • Resolve problems during service disruptions, such as natural disasters
    • Communicate with service providers to guarantee seamless service delivery
    • Participate in projects during low season to improve service quality
  • Requirements:
    • A native English speaker with intermediate to advanced Japanese language skills (preferably JLPT N2 or higher) OR
    • A native Japanese speaker with an advanced level of English (preferably a TOEIC score of 900 or higher)
    • Excellent communication skills and a composed demeanor
    • Attention to detail and ability to remain calm under pressure
    • Experience traveling in Japan and knowledge of the country
    • Confident phone manner in both English and Japanese
    • Proficiency in using Microsoft Office and various software
    • Passion for customer service
    • Ability to work independently as well as collaboratively
    • High emotional intelligence
Compensation and Benefits
  • An estimated salary range of $45,000 - $60,000 per annum, depending on experience
  • 50% extra payment for weekend working and 125% extra payment for holidays worked
  • Annual discretionary performance bonus (individual and company-related)
  • 25 days annual leave, increasing by one day each year to a maximum of 28 days
  • Day off on your birthday
  • Enhanced parental leave
  • Pension contribution from employer
  • Employee Assistance Program
  • Volunteering leave
  • Designated learning and development time


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