Customer Service Associate - Honolulu Airport (Japanese Speaking)

JTB Hawaii Travel, LLC

Job Description

Position Title:

Associate

Date:

October 2025

Division:

Customer Service Division

Reports to:

CS Honolulu Airport, Supervisor

Department:

CS Honolulu Airport

Direct Reports:

N/A

Job Rank:

1

FLSA Status:

Non-Exempt

Pay Grade:

Hawaii-Non-Exempt 1

Remote Work Status

N/A

Home Office Location

Honolulu, HI

Dayforce Code: Hawaii-Associate-CS Honolulu Airport

Pay Range: $17.00 to $22.50 hourly

CS Honolulu Airport department deliver professional customer service during arrival and departure at Daniel K. Inouye International Airport, including individual travelers, package tours, and groups.

PRIMARY RESPONSIBILITIES: Greet, brief, and assist customers during arrivals and departures at Daniel K. Inouye International Airport, including pre-check of customers arrival and departure documents. Coordinate with airlines and various JTB departments to address and fulfill passenger needs promptly.

Essential Job Functions

Percentage

Time Spent

Essential Job Functions

30%

Arrivals assistance:

Welcome and brief a high volume of arriving passengers at Daniel K. Inouye International Airport. Confirm customer name, destination, and individual transfer plan, then explain necessary information to them.

Read AirJET information accurately, verify baggage tags, and ensure luggage is routed to the correct hotel. Confirm baggage count with the Tour Escort/Leader and the trucking company. Act as a liaison between customers and airlines to resolve baggage related issues, such as lost or damaged baggage, in an efficient and professional manner.

Ensure smooth boarding of passengers onto shared-ride buses or dedicated vehicle by coordinating with transportation company.

Report any changes or issues related to arrival information to the appropriate departments.

30%

Departures assistance:

Confirm departing customers’ names and check-in details; provide information on departure time, gate, and duty-free souvenirs.

Assist customers in locating missing items by coordinating with hotels and, when possible, arranging for items to be delivered to the airport before departure.

20%

Problem resolution:

Coordinate with other departments and airline personnel during flight cancellations, delays, or overbookings to reschedule bookings with alternate airlines or arrange accommodations for affected passengers.

Assist customers with messages regarding delayed arrival in Japan.

Arrange seats for departing customers and negotiate with airlines to accommodate special requests when needed. Report to CS Headquarters and Manager when unable to make adjustments. Communicate seat assignments to customers.

Handle concerns and issues from customers in a timely and professional manner. Coordinate with Japan offices when necessary.

20%

Administrative support:

Prepare a variety of documents. Reconfirm return flight with airlines and verify passenger count.

Input data into JTB systems such as SUPER STAR.

Follow supervisors’ directions during special situations and handle them promptly with the urgency each condition requires.

Assist Supervisor with office administrative functions, including office supply inventory, forms control, mail handling, invoice and receipt filing, and VIP updates.

Other Duties:

Performs special projects and other miscellaneous duties as assigned by management.

Minimum Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

High school diploma; or equivalent combination of education and experience.
Possess more than 1 year of experience in the travel industry or equivalent skills.

Skills and Knowledge

Must be able to speak, read and write in English and Japanese.
Possess knowledge of the tour industry, tour movements, and arrangements; possess understanding of Japanese culture and etiquette.
Possess working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
Possess accurate math skills including usage of 10-key calculator, to be able to compute rates, ratios, and percentages.
Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.
Able to obtain an airport security badge.
Possession of valid Hawaii driver’s license with clean abstract preferred.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Working Hours:

Normal business hours: 8:00 am to 5:00 pm, Sunday – Saturday, including holidays
Regular attendance is required for this position and you may be required to work after normal business hours and/or on weekends.

Working Environment:

Indoor areas with and without air-conditioning, sheltered outdoor areas, and bus loading areas.
Subject to varying weather conditions, up to and including, noise, pollution, dust, fumes and vehicle exhaust.

Equipment Used:

General office equipment including phones, fax, copier, personal computer, scanner, etc.
Software includes the use of Windows operating system, MS Office.

Physical and Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Problem-solving skills to flexibly meet demands of customers.
Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.
Able to exercise self-control and handle stressful situations and upset customers.
Able to work with concentration, accuracy, and attention to detail.
Able to handle multiple tasks simultaneously.
Able to speak loudly in briefings to be heard over crowds or noisy vehicles.
Constant – standing, vision, hearing, eye-hand-foot coordination;
Frequent – pushing, pulling less than 25 pounds, lifting less than 50 pounds, carrying less than 50 pounds, walking, bending, grasping, handling, finger dexterity;
Occasional – pulling 25-50 pounds, lifting more than 50 pounds, carrying more than 50 pounds, sitting, running, stair climbing, squatting, kneeling, stooping, crouching, forward reaching, overhead reach;
Seldom – pulling more than 50 pounds, twisting, side bending;
Not Applicable – crawling, climbing.

Communication Demands

Constant – talking to customers, reading;
Frequent – talking and written communication to co-workers, talking to outside trades persons/vendors, talking on the telephones, responding to written or verbal requests of vendors, receiving verbal instructions;
Occasional – written communication to customers and outside trades person/vendors, receiving written instructions, writing/composing written language;
Seldom – visiting/working at different worksites;
Not applicable – supervising others, training/giving verbal instructions.