Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it’s never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

Who we are:

We believe we are better together, and at Viator we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Viator, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

Viator is looking for a Japanese supplier support advisor to join our support team. The supplier support team is a global team that provides support to tour providers around the globe assisting and coaching them in delivering quality products that can be sold on Viator and Tripadvisor with accurate, comprehensive, and provide the level of detail necessary for a customer to successfully purchase the product online. The Japanese supplier support advisor will also answer questions from tour operators across several channels including email, chat, and phone.

The ideal candidate thrives in a fast-moving, constantly evolving environment, has a passion for travel, strong operational and B2B service skills, great attention to detail, multi-tasking abilities, a positive “roll up your sleeves” attitude, flexibility and adaptability, and desire to join a dynamic and growing online business in a supplier support role.  

What you’ll do:

• Use web-based content management systems to review and optimize tour and activity products on TripAdvisor

•  Review rates, availability, and operational terms of products to ensure accuracy and clarity

•  Review, edit and rewrite product descriptions, ensuring they adhere to TripAdvisor standards

•  Ensure accurate and comprehensive categorization of tour and activity products across points of sale, including Viator, TripAdvisor, and distribution partners

• Ensure successful connectivity between supplier reservation systems and TripAdvisor systems

•  Provide guidance to suppliers for optimization of products for online distribution

•  Provide real-time support via live chat and telephone

•  Answer questions from suppliers related to their account, products, and bookings

• Coach suppliers to utilize self-service tools to manage their bookings and update inventory and product details

• All other duties assigned

 Physical Demands of this position

• Finger Dexterity: Using fingers to make small movements such as typing or picking up small objects. Use their hands to handle and control objects.

• Repetition: Repeating the same movements

• Communication: Speaking clearly so listeners can understand and the ability to understand the speech of another person

• Sitting for most of the time. Exerts up to 10lbs of force occasionally

• Mental Activities and Requirements of this position

• Reasoning: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables

• Language Ability: The ability to communicate using normal word order with present and past tense and good vocabulary

What we need from you:

• Native speaker of Japanese

• Fluent in Japanese – Both written and oral

• Excellent communication skills (both written and oral) in English

• This position requires flexible work hours based on scheduling needs and customer demands, including working hours aligned with Japan’s business hours

• Ability to work independently and make good decisions based on the business needs

• Experience with Google Docs, CRM tools (preferably Salesforce) and online systems

• Strong work ethic with a high degree of accuracy and a keen eye for detail and follow-through

• Team player with a positive attitude who thinks as a business owner would 

• A minimum broadband connection of 25MB download speed and 10MB upload speed is required, along with proof of connectivity

• A home environment free from background noise, with the ability to connect equipment directly to the router/modem using an Ethernet cable.

• Ability to cope well in a high pressure environment while maintaining high quality outputs

• Self-motivated, enthusiastic, and able to succeed in a fast-paced, dynamic environment

• Associate degree or equivalent combination of 3+ years of customer service experience

 

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.