Travel Experience Specialist
The role:
The Customer Experience team providescomprehensivesupport for customers while they travel,assistingwith any in-destination requests to ensure they feelfullysupported throughout their trip. This includes monitoring daily conditions such as transport, weather, and public health updates.
Your role as a Travel Experience Specialist is twofold: proactively seeking opportunities to improve clients’ experience, as well as reactively helping to resolve any inbound issues,problemsor requests. The Customer Experience team playsan important roleinmonitoringthe day-to-day travel environment, surveying everything from air and rail services through to weather events and public health risks, to keep our travelers abreast of any potential issues that might arise.
Key responsibilities:
Answer customer inquiries, requests and issues by telephone and email
Coordinate with the operations team and travel consultants on customer experience issues
Handling incidents and issues in TESS(our ticketing system)
Troubleshoot during service disruptions – earthquakes, typhoonsetc
Ensure that decisions are made in line with company policy and with a client experience focus
Liaise with service providers to ensure seamless service delivery
Participate in projects during low seasonin order toimprove service quality
Seek every opportunityin order toenhanceclients’within destination
What we are looking for from you:
Native English speaker and intermediate to advanced level of Japanese (preferably JLPT N2 or higher).
A successful native Japanese speaker will have an advanced level of English (preferably a TOEIC score of 900 or higher). Overseas experience is a plus. Excellent communication skills and a calm, unflappable manner
Keen attention to detail and ability to remain calm under pressure
Experience of travelling in Japan and knowledge of the country
A confident phone manner in both English and Japanese
Proficiencyin using Microsoft Office and confidence and an interest in using IT
Passionate about customer service
Ability to work individually as well as the capacity to fitin toa team orientated workplace
A high levelof emotional intelligence
You don’t need to meet every requirement. If you’re motivated, passionate, and think you’d be a great fit, we would love to hear from you. As an equal opportunities' employer, we're committed to making our recruitment process inclusive, accessible, and welcoming for everyone. If you require any adjustments or accommodations to support you during the recruitment process, please let us know.
What you get in return:
Japanese Health Insurance, Employee’ Pension Scheme, Employment Insurance, and Labour Accident Compensation
23 days annual leave
Day off on your birthday
10 days of sick leave
Annual Health Check
Annual discretionary performance (individual and company related) bonus
Why work with us:
At Inside Travel Group, we value Knowledge, Friendliness, Passion, Determination, Quality, and Integrity. We believe in creating a workplace where everyone feels welcome, supported, and inspired to do their best work. We celebrate the different cultures, perspectives, lifestyles, and experiences that shape our team, and we welcome applications from people of all backgrounds and communities.
How to apply:
We will be reviewing and interviewing candidates on a rolling basis, so we encourage you to submit your application as soon as possible. Due to the high volume of applications, we may close the application process before the stated deadline if we receive enough qualified candidates OR We receive a high number of applications, so please do submit your application as soon as possible. We may close applications before the date mentioned above if we receive enough suitable applicants.
Closing Date: July 13, 2026
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