Customer Support Representative - Japanese Bilingual (Travel)

Location: Hybrid work setup in BGC, Taguig, Metro Manila, with 2–3 days per week on site

Company

hirify.global provides technology, systems, and solutions for the travel industry.

What you will do

• Provide first-level support for hirify.global products and solutions through phone, email, hirify.global Service Hub, and remote tools.
• Log, diagnose, prioritize, resolve, and escalate customer cases while maintaining ownership through closure.
• Coordinate with local market representatives, global expert teams, airlines, IATA, hotels, and other providers.
• Identify service outages, support configuration changes, validate new functionality, and report incidents affecting service quality.
• Advise Japanese customers on product usage and help improve system adoption, customer satisfaction, and first-contact resolution.
• Work rotating shifts, including nights, weekends, and public holidays, following the Japan calendar.

Requirements

• Bachelor’s degree in Tourism or equivalent work experience.
• At least 3 years of relevant experience in customer support, service, airline, travel, GDS, reservation, fares, or ticketing operations.
• Native-level written and verbal Japanese communication skills and excellent written and verbal English communication skills.
• Knowledge of travel-industry operations, customer support processes, computer systems, technical terminology, and MS Office.
• Strong analytical, statistical, troubleshooting, communication, presentation, and problem-solving skills.
• Valid work authorization where applicable and willingness to work multiple rotating shifts.

Nice to have

• Understanding of hirify.global solutions and services.
• Knowledge of the Japanese travel industry, including agency operations, distribution structures, and workflow expectations.
• Knowledge of networks or statistical and business-intelligence tools.
• Experience working in a global company or multicultural Japan–Manila environment.

Culture & Benefits

• Collaboration across Japan and Manila reporting lines in a multicultural environment.
• Equal-opportunity and inclusive workplace committed to fair treatment and accessibility.
• Full-time employment with a hybrid work arrangement.