Customer Experience and Touring Executive

Apply now Refer a friend Job no: 529570
Brand: Discova
Work type: Full time
Location: Tokyo, Japan
Categories: Operations and Logistics

About The Opportunity

As part of the Touring Team, the Customer Experience and Touring Executive ensures all bookings meet operational standards to deliver excellent customer satisfaction. You will manage your own bookings, support team bookings, and provide phone support to answer customer and stakeholder questions about bookings.

The role includes assigning guides, reconfirming reservations, resolving operational issues, and sharing feedback to improve processes. You are highly organized, detail-oriented, and comfortable working within procedures and schedules. You may also support supplier reservations, ensuring all services and experiences are properly booked and confirmed.

Your main responsibilities are:

  • Guide Assignment & Tour Preparation: Schedule guides, coordinate with Reservations, confirm third-party services, update Tourplan, manage logistics changes, prepare documents, and conduct guide briefings/debriefings in line with SOPs and OBWs.

  • Supplier Reservations: Handle bookings for accommodation, tickets, restaurants, and other services (excluding transport and guides), ensure accurate system updates, and collaborate with internal teams and suppliers for seamless operations.

  • Customer Experience: Respond to phone, email, and chat inquiries, document customer interactions, manage complaints and change requests, provide 24/7 emergency support, and ensure smooth on-the-ground operations including guide payments and cash advances.

  • Business & Performance Management: Ensure accurate costing and pricing, coordinate with relevant teams to resolve discrepancies, and manage trips to meet budget and profitability targets.

About You

The Essentials:

  • Previous experience in tourism or DMC;
  • Degree in tourism and hospitality;
  • Fluent in national local language and intermediate to advanced level of written and spoken English 

The Attributes:

  • Well-developed problem-solving skill
  • Customer centric with commitment to high standards of service delivery
  • High attention to details & strong time/priority management skills
  • Able to work independently or in a team environment
  • Flexible rotating roster that may include late nights, weekends, and early mornings
  • Ability to work with uncertainties/changing priorities and under pressure.
  • Willing to travel on business when required
  • Personally, aligned with Discova’s company purpose and values
  • Proficient with Microsoft Office applications

 

About Us

As a DMC with 95% local staff, we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discova’s DNA as a company, and we are committed to being an equitable workplace for all our employees regardless of gender identity, ethnicity, disability or sexual orientation. We welcome you to our family as you are and who you are.

 

To learn more about Discova and our work perks click: https://bit.ly/4hEd88H

 

Get in touch now and Discova a world of possibilities!

#LI-MP1#DSVA#LI-Onsite

 

Applications close:

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