Overview
Customer Service Officer Jobs in Tokyo, Japan at Destination Asia
Title: Customer Service Officer
Company: Destination Asia
Location: Tokyo, Japan
About the Role
We're looking for a Customer Service Officer to join our Tokyo team and deliver outstanding support to international travellers exploring Japan with Destination Asia.
You'll be the go-to contact for clients, overseas travel agents, and key partners—handling everything from day-to-day queries to emergency responses. Whether it's resolving a complaint, coordinating with suppliers, or providing calm, empathetic support during a medical situation, you'll play a central role in ensuring every guest has a seamless experience.
What You'll Do
- Support clients during and after travel — respond to queries, defuse complaints, and keep operations running smoothly
- Manage emergency cases — coordinate timely assistance, liaise with travel insurance providers and hospitals when needed
- Own the customer service inbox and emergency phone line — share responsibilities with the team on a 24/7 rotation
- Work closely with operations, suppliers, and guides — investigate service issues, negotiate compensation, and communicate clear instructions
- Keep meticulous records — document complaints, incidents, and accidents; report to relevant teams
- Stay ahead of the unexpected — monitor Japan news, flag national emergencies, and propose process improvements
- Provide occasional on-ground support — meet clients in person when the situation calls for it
- Ensure accuracy — double-check itineraries for key accounts, verify fees, and maintain financial records in our internal systems
What You'll Bring
Required
- Bachelor's degree in Hospitality, Tourism, Business, or a related field
- Strong written and spoken Japanese and English
- Excellent problem-solving skills and sound judgement under pressure
- High attention to detail with the ability to juggle multiple priorities
- Cultural sensitivity when working with international clients and diverse teams
- A calm, professional demeanour—even in difficult situations
- Flexibility to work shifts, including some weekends
- Proficiency in MS Office; familiarity with travel software (e.g., Travel Studio) is a plus
Preferred
- Previous customer service or contact centre experience with international guests
- Knowledge of Japan destinations
- Additional languages
Who You Are
You genuinely care about people. You're organised, proactive, and keep your cool when things don't go to plan. You enjoy collaborating with a tight-knit team and take pride in solving problems creatively. A good sense of humour doesn't hurt either.
Our Values
- We are safe — safety and wellbeing come first, always
- We play to win — we set ambitious goals, take ownership, and celebrate success
- We respect everyone and work as a team — we build trust, embrace difference, and have fun together
- We are future thinking — we innovate, learn, and invest in our people
Diversity & Inclusion
We believe diversity makes us stronger. We're committed to an inclusive workplace where everyone—regardless of background, ability, or identity—is valued and empowered to succeed. We encourage all qualified candidates to apply.
Ready to Join Us?
Be part of a team that delivers exceptional experiences across Asia.
Apply now / 今すぐ応募！
