Hawaii - Manager, Customer Service-Waikiki

$55,000 - $85,000/Yr

JTB Hawaii Group - Honolulu, HI

Full-time - Manager

Remote - Honolulu, HI

About the position

The Manager of Customer Service at JTB Hawaii is responsible for overseeing the operations of the Customer Service Headquarters (CSHQ), ensuring effective communication and coordination between various departments and external partners. This role involves managing staff, enforcing company policies, and addressing customer needs, particularly for inbound Japanese and non-Japanese tour movements. The position requires strong leadership skills and the ability to handle complex customer service scenarios in a dynamic travel and hospitality environment.

Responsibilities

• Enforce policies and procedures related to the successful operation of Customer Service Headquarters (CSHQ).
• Oversee staff in controlling inbound tour movements and serve as a liaison between various offices.
• Collaborate with senior management to plan departmental goals and enforce organizational policies.
• Coordinate activities of CSHQ Operations, Arrangement, and Customer Relations, standardizing work procedures and adjusting schedules as needed.
• Establish and maintain communication networks with management, staff, and external contacts.
• Act as a liaison to coordinate events and activities between hotels, vendors, and customers.
• Respond to and resolve customer complaints, reporting results to relevant authorities.
• Collect data and create periodic tour operation reports.
• Evaluate performance of staff and assist in personnel decisions, including hiring and disciplinary actions.
• Oversee administrative paperwork related to personnel and maintain records.

Requirements

• Bachelor's degree in a relevant field.
• Minimum of five to seven years of experience in the customer service industry, preferably in travel/hospitality.
• At least five to seven years of management experience.
• Fluency in English and Japanese, with strong communication skills.
• Knowledge of Japanese tour characteristics, culture, and customs.
• Proficient in telephone operation and business protocol.
• Problem-solving skills to meet customer demands effectively.
• Working knowledge of basic computer systems and office equipment.
• Valid Hawaii driver's license with a clean abstract.

Nice-to-haves

• Experience in the travel and hospitality industry.
• Familiarity with JTB's in-house systems and software.

Benefits

• Competitive salary range of $55,000 - $85,000.
• Opportunities for professional development and training.