Customer Service Representative - Japanese

Job description

What you will do on your journey with WebBeds. As a Customer Service Associate, you will be the frontline contact for hotel and supplier queries, ensuring bookings are confirmed, issues are resolved, and customers receive the level of service WebBeds is known for. You will handle enquiries via phone and email, liaise with Sales, Product, and suppliers to close out issues efficiently, and play an active role in converting and retaining business through consistently high-quality service. In this role you will: Key responsibilities Booking management: Confirm and manage bookings from allotment and free sale, clearing pending and on-request bookings and ensuring supplier references are in place. Customer query resolution: Respond to customer queries via phone and email within agreed SLAs, providing accurate information and timely resolutions. Alternative accommodation handling: Provide alternate accommodation for denied bookings, working proactively to minimise disruption for customers. Cross-functional liaison: Liaise with Sales, Product, and suppliers to resolve customer issues efficiently, escalating directly to hotels and suppliers when needed to close complaints. System issue reporting: Identify and report system errors and limitations to your Supervisor and IT, ensuring issues are flagged and tracked for resolution. Business retention and conversion: Retain and convert business by delivering a high level of customer service and promoting the WebBeds online system. Financial follow-up: Follow up on mapping and payments with the accounts department, ensuring booking-related financial processes are completed accurately. The skills we would love to see in your suitcase! Fluency in spoken and written English and Japanese (mandatory) Experience working in a customer-facing role Strong communication and interpersonal skills Ability to work under pressure and to tight deadlines Demonstrate a capability to work in a changing environment and show strong conflict resolution skills High level of emotional intelligence, keeping an even temperament and a can-do attitude Advanced computer skills and strong analytical ability. Team working skills with the ability to organise, plan effectively, and prioritise tasks to manage multiple activities.