Job ID : 898144 Date Updated : May 16th, 2019
Action-oriented, flexible problem-solver

Customer Service (junior) associates

Hiring Company OYO TECHNOLOGY&HOSPITALITY JAPAN 株式会社
Location Tokyo - 23 Wards
Job Type Permanent Full-time
Salary 4.5 million yen ~ 6 million yen

Job Description

Our Customer Service Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all our customers.  This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting bookings and correcting post-booking problems.  Associates communicate with customers primarily through mail, chat and phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment. 

General Requirements

Minimum Experience Level Over 1 year
Career Level Mid Career
Minimum English Level Daily Conversation (Amount Used: English usage about 25%)
Minimum Japanese Level Fluent
Minimum Education Level High-School or Below
Visa Status Permission to work in Japan required

Required Skills

■Communication Skills:
- Excellent communication skills (written and verbal)

- Ability to communicate correctly and clearly with all customers

- Excellent documentation skills

- Good comprehension skills – ability to clearly understand and state the issues customers present

- Ability to concentrate – follow customers issues without distraction to resolution

- Good composition skills – ability to compose a grammatically correct, concise, and accurate written response

- Work successfully in a team environment as well as independently

■ Computer Knowledge/Skills:
- Ability to use a desktop computer system

- Excellent typing skills

- Demonstrates understanding of the Internet, OYO IFE website (and mobile Apps)

- Demonstrates an ability to successfully navigate websites (and mobile Apps)

- Demonstrates a proficient knowledge of email applications

- Demonstrates an ability to learn in various media

- Ability to successfully adapt to changes in the work environment

■Customer Focus:
- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment

- Ability to empathize with and prioritize customer needs

- Demonstrates interpersonal skills with a diverse customer base

- Demonstrates conflict resolution, negotiation, and de-escalation skills

- Demonstrates ownership to resolve challenging customer issues, escalating when necessary

- Ability to determine customer needs and provide appropriate solutions

- Maintain regular and reliable attendance, including the daily schedule as assigned

- Flexible with the working schedule; expected to work weekends, holidays and events

- Ability to work overtime as required by business - as much as 45 hours a week, e.g. when expanding to new cities

■Problem Solving Skills:
- Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned

- Ability to approach problems logically and rationally

- Action oriented and self-disciplined

- Organized and detail-oriented

- Ability to quickly and effectively prioritize work time in various departments to meet business need

- Ability to maintain composure in highly escalated situations

- Qualified candidates will be comfortable in a multi-tasking, high-energy environment.  They will be creative and analytical problem solvers with a passion for excellent customer service

■Minimum qualifications:
- High school graduate with at least two-year working experience in the customer service or hospitality industry

Job Location

  • Tokyo - 23 Wards

Work conditions

Job Type Permanent Full-time
Salary 4.5 million yen ~ 6 million yen
Hiring Company Information

OYO TECHNOLOGY&HOSPITALITY JAPAN K.K.

Customer Service (junior) associates - 898144

Company Details

Company Type Small/Medium Company (300 employees or less) - International Company
Non-Japanese Ratio About half Japanese

Company Description

Launched in 2013, OYO is South Asia's largest hotel chain with a presence in India, U.K., China, Malaysia and Nepal. With over 10,000 exclusive hotels in its chain, OYO is one of a kind and has pioneered the world’s first full stack technology led hospitality model. Its network includes major metros, regional business hubs, top leisure destinations as well as pilgrimage towns. 
 
OYO was founded by Ritesh Agarwal, the first resident Asian to be accepted to the Thiel Fellowship (started by Paypal founder Peter Thiel). He was featured in Forbes 30 under 30 in Consumer Tech (2016) for creating a global disruptor. OYO was recently chosen as India’s Most Promising Hotel Network (HolidayIQ Better Holiday Awards 2017) and has received several accolades including Express IT Startup of the Year Award (2015), NDTV Dream Chaser of the Year (2016) and IAMAI Digital Startup of the Year (2016). It was recognized by Business Today as among the Coolest Start-Ups in India (2016) and ranked by LinkedIn as one of the top employee attractors in India two years in a row (2016, 2017). OYO is backed by leading global investors, including the SoftBank Group, Lightspeed India, Sequoia Capital and Greenoaks Capital.

Launched in 2013, OYO is South Asia's largest hotel chain with a presence in India, U.K., China, Malaysia and Nepal. With over 10,000 exclusive hotels in its chain, OYO is one of a kind and has pioneered the world’s first full stack technology led hospitality model. Its network includes major metros, regional business hubs, top leisure destinations as well as pilgrimage towns. 
 
OYO was founded by Ritesh Agarwal, the first resident Asian to be accepted to the Thiel Fellowship (started by Paypal founder Peter Thiel). He was featured in Forbes 30 under 30 in Consumer Tech (2016) for creating a global disruptor. OYO was recently chosen as India’s Most Promising Hotel Network (HolidayIQ Better Holiday Awards 2017) and has received several accolades including Express IT Startup of the Year Award (2015), NDTV Dream Chaser of the Year (2016) and IAMAI Digital Startup of the Year (2016). It was recognized by Business Today as among the Coolest Start-Ups in India (2016) and ranked by LinkedIn as one of the top employee attractors in India two years in a row (2016, 2017). OYO is backed by leading global investors, including the SoftBank Group, Lightspeed India, Sequoia Capital and Greenoaks Capital.