Customer Service Account Support – Inside Out Italy

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/83cg8n

Customer Service Account SupportpstrongLocation: Rome, Italy /strong /pAbout Inside Out ItalypstrongInside Out Italy /strong 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 strongexceptional service, operational excellence, and authentic human connections /strong.
/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 strongquality, accountability and continuous improvement /strong.
/ppbr / /p?? CUSTOMER SERVICE ACCOUNT SUPPORT – ESSENTIAL REQUIREMENTstrongMANDATORY TOURISM CUSTOMER SERVICE EXPERIENCE /strongpstrongA 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.
/strong /ppPrevious experience within a strongTour Operator is strongly preferred /strong.
/ppThe successful candidate must already have a solid understanding of the tourism industry and experience dealing with strongcustomers, bookings, travel-related requests, operational issues and business partners /strong.
/ppThis is strongnot an entry-level Customer Service position /strong.
We are specifically looking for a professional who can bring existing experience and knowledge of the tourism sector into the role from day one.
/ppstrongApplications from candidates without at least 1 year of relevant Customer Service experience within the tourism industry will not be considered.
/strong /ppbr / /pThe RolepAs a strongCustomer Service Account Support /strong, 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 strongCustomer Service, Operations, Ticketing, Sales and Tour Delivery /strong, acting as an important point of contact between our customers, international partners and internal teams.
/ppThis is a role for someone who is strongorganised, proactive, solution-oriented and highly attentive to detail /strong, 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 strongtaking ownership, solving problems and creating confidence at every stage of the customer journey.
/strong /ppbr / /pKey ResponsibilitiesCustomer Service Guest SupportulliManage customer and partner enquiries via strongemail, phone and chat /strong.
/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 strongOTAs, travel agencies, Tour Operators and other business partners /strong.
/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 CompetenciesullistrongFluent English — written and spoken — is mandatory.




/strong /lilistrongStrong proficiency in additional European languages is highly desirable and will be considered a significant advantage /strong, particularly: /lilistrongFrench /strong /lilistrongSpanish /strong /lilistrongGerman /strong /lilistrongPortuguese /strong /liliCandidates able to communicate confidently and professionally with international customers and business partners in multiple languages will be strongparticularly valued /strong.
/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 strongMicrosoft Office, particularly Excel /strong.
/liliExperience with strongCRM systems, booking platforms, ticketing systems and customer service tools /strong 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 OfferullistrongStable employment contract /strong with genuine opportunities for professional development.
/liliPerformance-based bonuses linked to both strongindividual and company results /strong.
/liliCompany devices and all necessary equipment to perform the role effectively.
/lilistrong6-day working week /strong, 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 strongmerit-driven working environment /strong.
/liliContinuous training and structured opportunities for professional development.
/liliClear career progression opportunities towards strongSenior, Supervisory and Coordination roles /strong.
/liliThe opportunity to work within a rapidly developing tourism company and contribute directly to the experience of strongthousands of international travellers every year /strong.
/liliExposure to strongCustomer Service, Operations, B2B partnerships and tourism technology /strong.
/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 strongpassionate about people, highly organised, solution-oriented and motivated by operational excellence /strong, we would like to hear from you.
/ppJoin a growing international team where strongyour communication, decisions and attention to detail directly influence the experience of our guests and the success of our partners.
/strong /pullistrongInside Out Italy — creating exceptional experiences, one guest at a time.
/strong /li /ul

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/83cg8n