28 set - Roma
Inside Out Italy
Customer Service Account Support
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Location: Rome, Italy
About Inside Out Italy
Inside Out Italy is a fast-growing tourism company specialising in high-quality tours and authentic travel experiences across Italy’s most iconic destinations.
Our mission is to transform every visit into a memorable experience by combiningexceptional service, operational excellence, and authentic human connections .
Every 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.
We are building a team of talented, motivated professionals who share our commitment toquality, accountability and continuous improvement .
CUSTOMER SERVICE ACCOUNT SUPPORT – ESSENTIAL REQUIREMENTMANDATORY TOURISM CUSTOMER SERVICE EXPERIENCE
A 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.
Previous experience within aTour Operator is strongly preferred .
The successful candidate must already have a solid understanding of the tourism industry and experience dealing withcustomers, bookings, travel-related requests, operational issues and business partners .
This isnot an entry-level Customer Service position . We are specifically looking for a professional who can bring existing experience and knowledge of the tourism sector into the role from day one.
Applications from candidates without at least 1 year of relevant Customer Service experience within the tourism industry will not be considered.
The Role
As aCustomer Service Account Support , 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.
You will work closely withCustomer Service, Operations, Ticketing, Sales and Tour Delivery , acting as an important point of contact between our customers, international partners and internal teams.
This is a role for someone who isorganised, proactive, solution-oriented and highly attentive to detail , with the ability to remain professional and effective in a fast-paced environment with high operational volumes.
The ideal candidate understands that Customer Service is not simply about answering requests — it is abouttaking ownership, solving problems and creating confidence at every stage of the customer journey.
Key Responsibilities
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- Manage customer and partner enquiries viaemail, phone and chat .
- Provide accurate, timely and professional information regarding bookings, itineraries, meeting points, tickets, amendments and cancellations.
- Take ownership of customer requests from initial contact through to resolution.
- Ensure every interaction reflects Inside Out Italy’s service standards and customer-first approach.
Booking & Reservation Management
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- Support the management and modification of customer bookings and reservations.
- Verify availability, tickets, booking details and required documentation.
- Coordinate with the Ticketing team to ensure bookings are accurately processed and delivered.
- Identify potential booking issues proactively and take appropriate action before they impact the customer experience.
B2B & Account Support
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- Provide operational support toOTAs, travel agencies, Tour Operators and other business partners .
- Manage partner requests, amendments and operational issues in a timely and professional manner.
- Maintain proactive communication with key partners and contribute to maintaining strong, long-term business relationships.
- Escalate complex or sensitive matters to the relevant management teams when required.
Operational Support
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- Work closely with the Operations team to identify and resolve real-time operational issues.
- Support guides and operational staff in managing unexpected situations and tour-related challenges.
- Coordinate information between departments to ensure a smooth and efficient operational flow.
- Act quickly and effectively when urgent customer or operational matters arise.
Customer Experience & Quality
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- Monitor customer feedback, complaints and online reviews.
- Identify recurring issues, operational gaps and opportunities for improvement.
- Share relevant feedback and trends with management.
- Contribute actively to initiatives designed to improve service quality, operational efficiency and overall customer satisfaction.
Complaint & Refund Management
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- Handle customer complaints and refund requests in accordance with company policies and procedures.
- Assess individual cases accurately and professionally.
- Work with the relevant departments to reach appropriate and timely resolutions.
- Escalate complex cases when necessary while maintaining ownership of the customer relationship.
Administration & Reporting
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- Maintain accurate records within CRM systems and internal management platforms.
- Ensure all customer and partner interactions are properly documented.
- Support the preparation of operational reports, performance statistics and service-quality analysis when required.
- Maintain a high level of accuracy across all administrative and operational activities.
Skills & Competencies
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- Fluent English — written and spoken — is mandatory.
- Strong proficiency in additional European languages is highly desirable and will be considered a significant advantage , particularly:
- French
- Spanish
- German
- Portuguese
- Candidates able to communicate confidently and professionally with international customers and business partners in multiple languages will beparticularly valued .
- Excellent communication and interpersonal skills.
- Strong written communication and professional telephone manner.
- Excellent organisational and problem-solving skills.
- Strong attention to detail and a high level of accuracy.
- Good knowledge ofMicrosoft Office, particularly Excel .
- Experience withCRM systems, booking platforms, ticketing systems and customer service tools is highly valued.
- Ability to quickly learn and efficiently use new technology and internal management platforms.
- Ability to work independently while being a strong team player.
- Strong sense of ownership and proactive approach.
- Ability to remain calm, professional and solution-oriented under pressure.
- Ability to work effectively in a fast-paced, international and high-volume operational environment.
What We Offer
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- Stable employment contract with genuine opportunities for professional development.
- Performance-based bonuses linked to bothindividual and company results .
- Company devices and all necessary equipment to perform the role effectively.
- 6-day working week , primarily office-based, with lavoro da remoto opportunities according to operational requirements.
- Flexibility and availability to provide support outside standard working hours during peak periods or when operationally required.
- A dynamic, international andmerit-driven working environment .
- Continuous training and structured opportunities for professional development.
- Clear career progression opportunities towardsSenior, Supervisory and Coordination roles .
- The opportunity to work within a rapidly developing tourism company and contribute directly to the experience ofthousands of international travellers every year .
- Exposure toCustomer Service, Operations, B2B partnerships and tourism technology .
Benefits
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- Company mobile phone
- Smart working / work-from-home opportunities
- Flexible working arrangements
- Professional development and training opportunities
- Career progression opportunities
- Performance-based incentives
Join Inside Out Italy
If you are an experienced tourism Customer Service professional who ispassionate about people, highly organised, solution-oriented and motivated by operational excellence , we would like to hear from you.
Join a growing international team whereyour communication, decisions and attention to detail directly influence the experience of our guests and the success of our partners. xysqume
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- Inside Out Italy — creating exceptional experiences, one guest at a time.
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