Role Overview

We are looking for a Japanese Bilingual Customer Support & Travel Coordinator to provide friendly, responsive support to clients through text messages, email and phone. The ideal candidate will communicate clearly, pay close attention to detail and help clients feel supported throughout their enquiries.

This is a part-time, remote position with a flexible schedule based on client enquiries. The priority is prompt, reliable communication and consistent follow-through, with working arrangements agreed around the business’s support needs.

Schedule

• Monday to Sunday Flexible, based on client enquiries and agreed coverage needs. Japan Time; 20hrs per week

Key Responsibilities

• Respond promptly and professionally to client enquiries via text messages, email and phone during agreed coverage periods.
• Communicate confidently in Japanese, providing clear and courteous support across written and spoken channels.
• Assist with tour-related questions, sharing accurate information about availability, tour details and next steps using the information provided by the business.
• Understand each client’s needs and coordinate with the appropriate team member to resolve questions or requests.
• Maintain accurate records of enquiries, client requirements and follow-up actions.
• Follow up on outstanding enquiries and keep clients informed of progress.
• Record dietary requirements carefully and confirm food-safety or suitability questions with the relevant team member before advising clients.
• Contact cafés, hotels and restaurants in Japan on behalf of clients to communicate dietary requirements when making bookings and confirm whether these requirements can be accommodated.
• Review images of ingredient labels, packaging and menus to identify ingredients relevant to clients’ dietary requirements, and contact stores or venues to clarify ingredients and available food options when needed.
• Ask venues about preparation methods and potential gluten cross-contact where relevant. Document the information provided and escalate unclear or unverified suitability questions rather than confirming food is safe based on images alone.
• Refer urgent requests, complaints or more complex enquiries to the appropriate person.
• Handle client information confidentially and follow agreed support processes.

Skills and Experience

Essential

• Strong spoken Japanese and the ability to read and write Japanese accurately for client communication.
• Previous customer service or client support experience across phone and written channels.
• A friendly, professional phone manner and strong listening skills.
• A responsive, dependable approach, with the ability to prioritize enquiries and follow through on commitments.
• Strong attention to detail and confidence maintaining accurate client records.
• Ability to work independently and manage a flexible, part-time schedule.
• Confidence using email, messaging platforms and customer management systems.
• Reliable internet access and a quiet workspace suitable for client calls.

Desirable

• Experience in travel, tourism, hospitality or reservations.
• Familiarity with Japan as a travel destination.
• Awareness of gluten-free dietary needs and the importance of accurate communication.

Independent Contractor Perks

• Permanent Work from Home
• Immediate Hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.