Operations, Coordinator

Responsibilities

• The Kyoto Regional Office is one of 18 Tour Director (TD) support offices that EF operates around the world. Our diverse community of Tour Directors, all passionate about the educational value of travel, partner with us to lead groups of students and adults on itineraries across the globe (see www.eftours.com). In Japan, we collaborate with a community of approximately 300 Tour Directors. Our Regional Coordinators and Regional Office Managers make sure every TD we partner with is fully informed about company policy and has the preparation and support needed to succeed with our customers.

Key Regional Coordiantor responsibilities:

• Operational support – support the day-to-day activities required to recruit, prepare and support the freelancers who deliver our tours.
• TTD coordination – coordinate tansportation and Transfer Tour Direcotrs and who greet and farewell out groups at Japan's international airports
• On-tour support – help resolve operational challnges that arise while our customers are travelling.
• Stakeholder collaboration – work closely with colleagues across Operations and other EF teams to ensure information is shared accurately with Tour Directors in peratnershiop with EF, so that customers receive a consistent experience.
• Supplier communication – communicate and collaborate with external suppliers and partners to support the daily running of the Kyoto Regional Office.
• Problem-solving and ownership – take responsibility for your work, respond proactively when something needs attention, and help find practical solutions to operational challenges.
• Data, systems and administration – work with data, systems and operational records to maintain accurate information and support effective decision-making and processes.
• Continuous improvement – stay curious and contribute ideas and fresh perspectives to help improve our processes, tools and customer experience.

Main objectives for this role:

• Provide reliable and effective support to your team and contribute to the successful delivery of our tours.
• Develop a strong understanding of EF Educational Tours and EF World Journeys Tours and how our Operations teams and Regional Offices work together.
• Put the customer first by delivering accurate, thoughtful and service-minded support.
• Communicate clearly, professionally and collaboratively with internal and external stakeholders.
• Maintain accuracy and attention to detail while managing multiple tasks and priorities.
• Take ownership of your responsibilities and demonstrate initiative when solving problems.
• Bring curiosity, energy and a collaborative approach to your work.

Skills & Experience:

• Fluent in English and Japanese, both written and verbal.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Service-minded, with a genuine desire to create a great experience for our customers.
• Proactive, flexible and solution-oriented.
• Curious and eager to learn, with the confidence to ask questions and contribute ideas.
• Quick learner and practical problem-solver.
• Comfortable managing multiple priorities in a fast-paced environment.
• Able to remain calm and professional when circumstances change or challenges arise.
• Collaborative team player who enjoys working with people from different teams, cultures and backgrounds.
• Accountable and willing to take ownership of your work.
• An interest in travel, international business and/or operations.

Why you will love working with us:

At EF, our culture is built around three Core Beliefs: we put customers first, we take ownership, and we make it fun.

That means caring about the experience we create for our customers, taking responsibility and looking for ways to make things better, and bringing curiosity, collaboration and passion to the way we work.

As an Operations Trainee, you’ll be trusted to contribute from the start while learning from colleagues across our international organization. You’ll gain practical experience in how a global travel business operates, build your professional network, and have plenty of opportunities to learn, ask questions and develop along the way.

Responsibilities

Responsibilities can be divided into 3 different aspects of the role, which become your focus at different time in the business cycle:

TD Day to Day Support Aspect:

• First point of contact with Tour Directors (TDs) when calling or visiting the office.
• Assisting TDs pre-tour with materials, cash cards, preparation resources, technology, and tools.
• Assisting newly onboarded TDs with their EF set up.
• Answering queries and questions from Tour Directors.
• Coordinating extra TD support for our groups in response to unforeseen incidents on tour, flight delays etc

Interdepartmental Communication and Project Management Aspect:

• Liaising with Operations staff in Tokyo as well as TD support departments in Zurich and occasionally with sales staff in North America.
• Helping to develop solutions to improve the efficiency of the regional office processes.
• Helping to develop new processes and new resources to drive the growth and success of the Japanese Tour Director Community
• Help coordinate recruitment campaigns.

Event Management Aspect:

• Collaborate with Regional Manager on onboarding events and collaborate with RM and Tokyo Operations staff on organisation of annual pre-season TD meetings and annual social events for TDs to get together.

Qualifications

• This is an entry level position however some experience in an office administration or customer service role is benifcial.