We are looking for a dedicated Customer Service Representative to join our growing travel-tech company.

Responsibilities:

• Monitor incoming emails from customers with next-day bookings, handling cancellations, booking changes, and upgrade requests
• Proactively reach out to customers after their tours to request feedback and reviews
• Regularly check the company calendar to ensure all bookings are confirmed and arrangements are in place
• Manage bookings from Online Travel Agencies (OTAs) such as GetYourGuide (GYG), Viator, and Musement, accurately updating internal systems after each sale
• Contact customers who abandoned bookings to understand and address issues
• Assist customers with payment failures or technical issues
• Respond promptly and professionally to inquiries via chat, phone, and email regarding tours, packages, and transfers
• Update existing bookings for accommodations, transportation, or other services as needed
• Upsell additional services and upgrades whenever appropriate

Key Qualifications:

• Proven experience in customer service or reservations experience, ideally in the travel, hospitality, or tourism industry
• Familiarity with online booking platforms/OTAs (e.g., GetYourGuide, Viator, Musement) is highly preferred
• Hands-on experience with CRM or booking management systems
• Excellent written and verbal communication skills
• Strong organizational and time-management abilities
• Customer-focused mindset with a passion for delivering exceptional service
• Ability to work independently and collaboratively in a fast-paced environment

Schedule:

• Full-time: 9 hours/day, 5 days/week
• Work hours aligned with Japan Standard Time (JST)
• Remote position