Customer Service Account Support – Inside Out Italy

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/83es62

ppbInside Out Italy /bis a fast-growing tourism company specialising in high-quality tours and authentic travel experiences across Italy's most iconic destinations.
/p pOur mission is to transform every visit into a memorable experience by combiningbexceptional service, operational excellence, and authentic human connections /b.
/p pEvery 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.
/p pWe are building a team of talented, motivated professionals who share our commitment tobquality, accountability and continuous improvement /b.
/p h3CUSTOMER SERVICE ACCOUNT SUPPORT – ESSENTIAL REQUIREMENT /h3 pbA 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 /p pPrevious experience within abTour Operator is strongly preferred /b.
/p pThe successful candidate must already have a solid understanding of the tourism industry and experience dealing withbcustomers, bookings, travel-related requests, operational issues and business partners /b.
/p pThis isbnot 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.
/p pbApplications from candidates without at least 1 year of relevant Customer Service experience within the tourism industry will not be considered.
/b /p h3The Role /h3 pbLocation: Rome, Italy /b /p pAs abCustomer 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.
/p pYou will work closely withbCustomer Service, Operations, Ticketing, Sales and Tour Delivery /b, acting as an important point of contact between our customers, international partners and internal teams.
/p pThis is a role for someone who isborganised, 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.
/p pThe ideal candidate understands that Customer Service is not simply about answering requests — it is aboutbtaking ownership, solving problems and creating confidence at every stage of the customer journey.
/b /p h3Key ResponsibilitiesCustomer Service Guest Support /h3 ul liManage customer and partner enquiries viabemail, phone and chat /b.
/li liProvide accurate, timely and professional information regarding bookings, itineraries, meeting points, tickets, amendments and cancellations.
/li liTake ownership of customer requests from initial contact through to resolution.
/li liEnsure every interaction reflects Inside Out Italy's service standards and customer-first approach.




/li /ul h3Booking Reservation Management /h3 ul liSupport the management and modification of customer bookings and reservations.
/li liVerify availability, tickets, booking details and required documentation.
/li liCoordinate with the Ticketing team to ensure bookings are accurately processed and delivered.
/li liIdentify potential booking issues proactively and take appropriate action before they impact the customer experience.
/li /ul h3B2B Account Support /h3 ul liProvide operational support tobOTAs, travel agencies, Tour Operators and other business partners /b.
/li liManage partner requests, amendments and operational issues in a timely and professional manner.
/li liMaintain proactive communication with key partners and contribute to maintaining strong, long-term business relationships.
/li liEscalate complex or sensitive matters to the relevant management teams when required.
/li /ul h3Operational Support /h3 ul liWork closely with the Operations team to identify and resolve real-time operational issues.
/li liSupport guides and operational staff in managing unexpected situations and tour-related challenges.
/li liCoordinate information between departments to ensure a smooth and efficient operational flow.
/li liAct quickly and effectively when urgent customer or operational matters arise.
/li /ul h3Customer Experience Quality /h3 ul liMonitor customer feedback, complaints and online reviews.
/li liIdentify recurring issues, operational gaps and opportunities for improvement.
/li liShare relevant feedback and trends with management.
/li liContribute actively to initiatives designed to improve service quality, operational efficiency and overall customer satisfaction.
/li /ul h3Complaint Refund Management /h3 ul liHandle customer complaints and refund requests in accordance with company policies and procedures.
/li liAssess individual cases accurately and professionally.
/li liWork with the relevant departments to reach appropriate and timely resolutions.
/li liEscalate complex cases when necessary while maintaining ownership of the customer relationship.
/li /ul h3Administration Reporting /h3 ul liMaintain accurate records within CRM systems and internal management platforms.
/li liEnsure all customer and partner interactions are properly documented.
/li liSupport the preparation of operational reports, performance statistics and service-quality analysis when required.
/li liMaintain a high level of accuracy across all administrative and operational activities.
/li /ul h3Skills Competencies /h3 ul libFluent English — written and spoken — is mandatory.




/b /li libStrong proficiency in additional European languages is highly desirable and will be considered a significant advantage /b, particularly: /li libFrench /b /li libSpanish /b /li libGerman /b /li libPortuguese /b /li liCandidates able to communicate confidently and professionally with international customers and business partners in multiple languages will bebparticularly valued /b.
/li liExcellent communication and interpersonal skills.
/li liStrong written communication and professional telephone manner.
/li liExcellent organisational and problem-solving skills.
/li liStrong attention to detail and a high level of accuracy.
/li liGood knowledge ofbMicrosoft Office, particularly Excel /b.
/li liExperience withbCRM systems, booking platforms, ticketing systems and customer service tools /bis highly valued.
/li liAbility to quickly learn and efficiently use new technology and internal management platforms.
/li liAbility to work independently while being a strong team player.
/li liStrong sense of ownership and proactive approach.
/li liAbility to remain calm, professional and solution-oriented under pressure.
/li liAbility to work effectively in a fast-paced, international and high-volume operational environment.
/li /ul h3What We Offer /h3 ul libStable employment contract /bwith genuine opportunities for professional development.
/li liPerformance-based bonuses linked to bothbindividual and company results /b.
/li liCompany devices and all necessary equipment to perform the role effectively.
/li lib6-day working week /b, primarily office-based, with lavoro da remoto opportunities according to operational requirements.
/li liFlexibility and availability to provide support outside standard working hours during peak periods or when operationally required.
/li liA dynamic, international andbmerit-driven working environment /b.
/li liContinuous training and structured opportunities for professional development.
/li liClear career progression opportunities towardsbSenior, Supervisory and Coordination roles /b.
/li liThe opportunity to work within a rapidly developing tourism company and contribute directly to the experience ofbthousands of international travellers every year /b.
/li liExposure tobCustomer Service, Operations, B2B partnerships and tourism technology /b.
/li /ul h3Benefits /h3 ul liCompany mobile phone /li liSmart working / work-from-home opportunities /li liFlexible working arrangements /li liProfessional development and training opportunities /li liCareer progression opportunities /li liPerformance-based incentives /li /ul pIf you are an experienced tourism Customer Service professional who isbpassionate about people, highly organised, solution-oriented and motivated by operational excellence /b.
/p pJoin a growing international team wherebyour communication, decisions and attention to detail directly influence the experience of our guests and the success of our partners.
/b /p ul libInside Out Italy — creating exceptional experiences, one guest at a time.
/b /li /ul /p #J-*****-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/83es62