Customer Service Account Support – Inside Out Italy
Pubblicato il 26-09-2026 - Inside Out Italy in Lazio
Customer Service Account SupportpbLocation: Rome, Italy /b /pAbout Inside Out ItalypbInside Out Italy /b is a fast-growing tourism company specialising in high-quality tours and authentic travel experiences across Italy's most iconic destinations.
/ppOur mission is to transform every visit into a memorable experience by combining bexceptional service, operational excellence, and authentic human connections /b.
/ppEvery day, thousands of travellers from all over the world choose Inside Out Italy to discover Rome and Italy.
Behind every successful experience is a highly coordinated team working across Customer Service, Operations, Ticketing, Sales and Tour Delivery.
/ppWe are building a team of talented, motivated professionals who share our commitment to bquality, accountability and continuous improvement /b.
/ppbr/p?? CUSTOMER SERVICE ACCOUNT SUPPORT – ESSENTIAL REQUIREMENTbMANDATORY TOURISM CUSTOMER SERVICE EXPERIENCE /bpbA minimum of 1 year of proven professional experience in Customer Service within the tourism industry is an ESSENTIAL and NON-NEGOTIABLE requirement for this position.
/b /ppPrevious experience within a bTour Operator is strongly preferred /b.
/ppThe successful candidate must already have a solid understanding of the tourism industry and experience dealing with bcustomers, bookings, travel-related requests, operational issues and business partners /b.
/ppThis is bnot an entry-level Customer Service position /b.
We are specifically looking for a professional who can bring existing experience and knowledge of the tourism sector into the role from day one.
/ppbApplications from candidates without at least 1 year of relevant Customer Service experience within the tourism industry will not be considered.
/b /ppbr/pThe RolepAs a bCustomer Service Account Support /b, you will play a key role in ensuring the smooth management of customer and business partner requests throughout the entire guest journey — from the initial booking to the completion of the experience.
/ppYou will work closely with bCustomer Service, Operations, Ticketing, Sales and Tour Delivery /b, acting as an important point of contact between our customers, international partners and internal teams.
/ppThis is a role for someone who is borganised, proactive, solution-oriented and highly attentive to detail /b, with the ability to remain professional and effective in a fast-paced environment with high operational volumes.
/ppThe ideal candidate understands that Customer Service is not simply about answering requests — it is about btaking ownership, solving problems and creating confidence at every stage of the customer journey.
/b /ppbr/pKey ResponsibilitiesCustomer Service Guest SupportulliManage customer and partner enquiries via bemail, phone and chat /b.
/liliProvide accurate, timely and professional information regarding bookings, itineraries, meeting points, tickets, amendments and cancellations.
/liliTake ownership of customer requests from initial contact through to resolution.
/liliEnsure every interaction reflects Inside Out Italy's service standards and customer-first approach.
/li /ulBooking Reservation ManagementulliSupport the management and modification of customer bookings and reservations.
/liliVerify availability, tickets, booking details and required documentation.
/liliCoordinate with the Ticketing team to ensure bookings are accurately processed and delivered.
/liliIdentify potential booking issues proactively and take appropriate action before they impact the customer experience.
/li /ulB2B Account SupportulliProvide operational support to bOTAs, travel agencies, Tour Operators and other business partners /b.
/liliManage partner requests, amendments and operational issues in a timely and professional manner.
/liliMaintain proactive communication with key partners and contribute to maintaining strong, long-term business relationships.
/liliEscalate complex or sensitive matters to the relevant management teams when required.
/li /ulOperational SupportulliWork closely with the Operations team to identify and resolve real-time operational issues.
/liliSupport guides and operational staff in managing unexpected situations and tour-related challenges.
/liliCoordinate information between departments to ensure a smooth and efficient operational flow.
/liliAct quickly and effectively when urgent customer or operational matters arise.
/li /ulCustomer Experience QualityulliMonitor customer feedback, complaints and online reviews.
/liliIdentify recurring issues, operational gaps and opportunities for improvement.
/liliShare relevant feedback and trends with management.
/liliContribute actively to initiatives designed to improve service quality, operational efficiency and overall customer satisfaction.
/li /ulComplaint Refund ManagementulliHandle customer complaints and refund requests in accordance with company policies and procedures.
/liliAssess individual cases accurately and professionally.
/liliWork with the relevant departments to reach appropriate and timely resolutions.
/liliEscalate complex cases when necessary while maintaining ownership of the customer relationship.
/li /ulAdministration ReportingulliMaintain accurate records within CRM systems and internal management platforms.
/liliEnsure all customer and partner interactions are properly documented.
/liliSupport the preparation of operational reports, performance statistics and service-quality analysis when required.
/liliMaintain a high level of accuracy across all administrative and operational activities.
/li /ulpbr/pSkills CompetenciesullibFluent English — written and spoken — is mandatory.
/b /lilibStrong proficiency in additional European languages is highly desirable and will be considered a significant advantage /b, particularly: /lilibFrench /b /lilibSpanish /b /lilibGerman /b /lilibPortuguese /b /liliCandidates able to communicate confidently and professionally with international customers and business partners in multiple languages will be bparticularly valued /b.
/liliExcellent communication and interpersonal skills.
/liliStrong written communication and professional telephone manner.
/liliExcellent organisational and problem-solving skills.
/liliStrong attention to detail and a high level of accuracy.
/liliGood knowledge of bMicrosoft Office, particularly Excel /b.
/liliExperience with bCRM systems, booking platforms, ticketing systems and customer service tools /b is highly valued.
/liliAbility to quickly learn and efficiently use new technology and internal management platforms.
/liliAbility to work independently while being a strong team player.
/liliStrong sense of ownership and proactive approach.
/liliAbility to remain calm, professional and solution-oriented under pressure.
/liliAbility to work effectively in a fast-paced, international and high-volume operational environment.
/li /ulpbr/pWhat We OfferullibStable employment contract /b with genuine opportunities for professional development.
/liliPerformance-based bonuses linked to both bindividual and company results /b.
/liliCompany devices and all necessary equipment to perform the role effectively.
/lilib6-day working week /b, primarily office-based, with lavoro da remoto opportunities according to operational requirements.
/liliFlexibility and availability to provide support outside standard working hours during peak periods or when operationally required.
/liliA dynamic, international and bmerit-driven working environment /b.
/liliContinuous training and structured opportunities for professional development.
/liliClear career progression opportunities towards bSenior, Supervisory and Coordination roles /b.
/liliThe opportunity to work within a rapidly developing tourism company and contribute directly to the experience of bthousands of international travellers every year /b.
/liliExposure to bCustomer Service, Operations, B2B partnerships and tourism technology /b.
/li /ulpbr/pBenefitsulliCompany mobile phone /liliSmart working / work-from-home opportunities /liliFlexible working arrangements /liliProfessional development and training opportunities /liliCareer progression opportunities /liliPerformance-based incentives /li /ulpbr/pJoin Inside Out ItalypIf you are an experienced tourism Customer Service professional who is bpassionate about people, highly organised, solution-oriented and motivated by operational excellence /b, we would like to hear from you.
/ppJoin a growing international team where byour communication, decisions and attention to detail directly influence the experience of our guests and the success of our partners.
/b /pullibInside Out Italy — creating exceptional experiences, one guest at a time.
/b /li /ul