Customer Service Representative, Passenger Service (Japanese-English Bilingual )

Overview

Join a leading international airline at JFK Airport in a bilingual passenger service role.

Support check-in, baggage handling, flight operations, and customer care in a team-oriented environment.

Japanese-English bilingual skills required. Shift flexibility needed, including nights, weekends, and holidays.

Responsibilities

Provide customer service support at JFK Airport, including passenger assistance, reservations support, ticket verification, check-in, baggage handling for departures and arrivals, and complaint resolution.

Support pre-flight and post-flight operations, including departure preparation, coordination with other airlines, in-flight meal and catering coordination, confirmation of passengers’ special requests, lost baggage handling, and lounge/stock control.

Respond professionally and efficiently to irregular operations, including delayed flights and related customer service issues.

Prepare and order airport supplies, operational materials, and documents required for flight operations.

Create monthly and other operational reports using airport systems and standard PC applications.

Communicate clearly and effectively with colleagues, customers, partner airlines, and outside service providers in both Japanese and English.

Provide guidance to contract staff and monitor service quality to help maintain operational and customer service standards.

Work collaboratively with team members to support safe, efficient, and high-quality daily operations.

Travel occasionally for training sessions or business meetings, including potential trips to Los Angeles or Tokyo, as needed.

Qualifications

Japanese-English bilingual skills required, with the ability to communicate professionally in both languages.

Business-level English required, including the ability to handle business communication and prepare reports.

Valid U.S. work authorization required; visa sponsorship is not available.

Basic PC skills required, including Excel and Word; PowerPoint is preferred.

Valid driver’s license required.

Strong communication and interpersonal skills with a customer-focused mindset.

Able to work effectively in a team-oriented environment and contribute to a cooperative workplace culture.

Able to learn new systems and procedures quickly through short-term training, even without prior airport experience.

Comfortable working in a physically demanding role that may involve prolonged standing, walking, and occasional lifting or handling of baggage.

Must be available for shift work, including early mornings, evenings, late nights, weekends, and holidays.

OTHER / MISCELLANEOUS

Location: JFK Airport office.

Schedule: 5 days per week on a rotating schedule, Sunday through Saturday.

Shift Hours: 8-hour shifts within the following time windows: 6:30 a.m. to 7:00 p.m. and 5:00 p.m. to 3:00 a.m.

Work Style: Full-time, on-site position.

Overtime: May be required depending on flight operations. Overtime pay applies for hours worked over 40 hours per week.

Pay: $58,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Language:

• Japanese (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• John F. Kennedy International Airport, NY (Required)

Work Location: In person