Customer Service Specialist

Working Conditions: 5 days/week (shift), Hybrid (1 day from office and 4 days from home)About Us:HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality.Job Summary:This role is responsible for assisting clients (Hotelbeds, Bedsonline) on operational requests relative to their bookings (Pre arrival, On the spot, Post travel), accordingly to our service deadlines/quality guidelines/protocols, in order to solve the needs of the clients in the most efficient way (promptly and accurately) which promote a high performing service culture and an outstanding customer experience aiming for first contact resolution and customer satisfaction.Responsibilities:Offers customer-oriented responses and efficient resolutions to our clients’ operational requests regarding their bookings by following our service deadlines/quality guidelines/protocols during interactions through the current channels (Phone, Emails, Chat, Web)Ensure that all client requests, issues and complaints are resolved promptly and accurately, per defined policies, guidelines, terms and conditions.Promote goodwill when dealing with clients and internal sales teams, to maintain good client relationship, achieve high level of client satisfaction, and retain client loyalty.Act and suggest on improvement opportunities identified during daily work.Involves the collaboration of our Suppliers (Direct Portfolio, System Integrations, Third party Suppliers) when required by contacting them to get information/support required to offer the right response/resolution to our clients accordingly our service deadlines/quality guidelines/protocolsBe flexible and provide support to all members of the Global Support team as and when required.Monitor and develop own performances on regular basis, including pending case following up.Qualifications:Fluent in Japanese (native level)Proficient in English (business level)Third languages welcomeNew Graduates are welcomeExcellent time management skills with the ability to work well under pressure in a fast-paced environmentAble to work in shiftsWe're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.