Supervisor Customer Service Team for Japan

Company Overview

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value for our partners and society at large. Our wide portfolio of products and solutions is built on over 100 years of destination management experience. We cater to a wide range of customer needs in close collaboration with trusted suppliers, powered by a team of destination experts to make a real difference to the world.

Our Business

Destination Management services form the core of our business. Together with destination experts, sales, and account management teams, we generate business by partnering with customers to shape exciting itineraries suited to traveler needs. We handle everything from ground support, hotel bookings, sightseeing, restaurants, and local guides, while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry-free.

Role Overview

This position is responsible for overseeing and leading the Customer Service team dedicated to delivering exceptional service to customers from Japan travelling into Switzerland. It is a crucial role in the operational management of the department, ensuring that quality standards and customer satisfaction goals are met or exceeded. The role involves leading a team capable of motivating, training, and guiding members to optimize performance and maintain a high level of service.

The role holder is also responsible for managing employee HR-related and operations tasks, organizing staff training, and developing relationships with clients. This is an ideal opportunity for a motivated leader who is eager to strive for the best customer experience and willing to expand their knowledge of the travel industry.

Key Responsibilities

Supervision and Operations

• Supervise daily operations of the Customer Service Team for Japan.
• Manage staff to ensure high-quality customer service.
• Handle scheduling, task allocation, and workflow management within the team.
• Intervene in solving complex problems and provide support for delicate situations encountered by team members.
• Evaluate individual and collective performances while offering constructive feedback and training to enhance team skills and knowledge.
• Maintain close communication with other departments to ensure consistency in processes and information shared with customers.
• Keep company policies and procedures up-to-date while remaining flexible to adapt to changing needs.

Ad-hoc Tour Management

• Manage and operate Premium Ad-hoc tours with full attention to quality.
• Handle normal ad-hoc tours according to internal guidelines.
• Check itineraries in detail to ensure clear feasibility in timing and routing, verifying that service codes, suppliers, and conditions are correct and available based on seasonality.
• Conduct appropriate selection of suppliers suitable for the tour grade in quality and price.
• Book and deliver confirmation of local destination services efficiently and accurately.
• Provide clear and constructive suggestions and proposals to Sales for critical services.
• Gather market trends, new products, and local destination information to support the business.
• Attend tours, inspections, or provide onsite support if required during and outside office hours in Switzerland.
• Conduct pre- and post-season analysis, supplier quality reviews, and identify new opportunities for future business in coordination with the Destination Management team and Contracting manager.
• Maintain master data and perform other administrative or coordination tasks as required.

Series Tour Management

• Check master tours in detail to ensure clear feasibility in timing and routing, ensuring service codes, suppliers, conditions, and routes are correct and available depending on seasonality.
• Create master tours from A to Z for selected Japanese agendas as per internal guidelines.
• Act as Sales Office Operator to support Sales in Japan.
• Conduct appropriate selection of suppliers suitable for the tour in quality and price.
• Book and deliver confirmation of local destination services efficiently and accurately.
• Provide clear and constructive suggestions and proposals to Sales for critical services.
• Support the business by gathering market trends, new products, and local destination information.
• Attend tours, inspections, or provide onsite support if required during and outside office hours in Switzerland.
• Conduct pre- and post-season analysis, supplier quality reviews, and identify new opportunities for future business in coordination with the Destination Management team and Contracting manager.
• Maintain master data and perform other administrative or coordination tasks as required.

Requirements

Knowledge and Skills

• Bachelor’s degree, ideally in hospitality, tourism, languages, or cultural studies.
• In-depth understanding of the travel industry and doing business across cultures.
• First experience in a supervisory role or as a deputy.
• Excellent written and verbal skills in Japanese (N1 or mother-tongue) and English (C1-C2 or mother-tongue).
• Good written and spoken level of German or French is preferred.
• Essential destination knowledge of Switzerland.
• Computer literacy with experience in working with Microsoft packages; experience in company-owned systems is highly desirable.
• Good business reporting and statistic producing skills are preferred.

Personal Attributes

• Fluent in Japanese (N1) and English (C1-C2); German or French language skills are a plus.
• Extended knowledge of the Japanese market.
• Fast learner, self-motivated, and passionate about delivering quality customer service.
• Strong negotiation skills.
• Ability to work under pressure and independently.
• Motivated team leader with a proactive attitude who focuses on collaborating.
• Excellent communication and organizational skills.
• Strong analyzing and improving capabilities.
• Comfortable navigating through change.

What We Offer

• Interesting and variable full-time office job with hybrid working possibilities.
• Fun and supportive international team across countries.
• Different training and self-development activities.
• Career development possibilities.