Customer Service Account Support - Inside Out Italy

ph3Customer Service Account Support /h3 pbLocation: Rome, Italy /b /p h3About Inside Out Italy /h3 pbInside 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 pCUSTOMER SERVICE ACCOUNT SUPPORT – ESSENTIAL REQUIREMENTbMANDATORY TOURISM CUSTOMER SERVICE EXPERIENCE /b /p pA 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. /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 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 Responsibilities /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. 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 smart working 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 h3Join Inside Out Italy /h3 pIf you are an experienced tourism Customer Service professional who isbpassionate about people, highly organised, solution-oriented and motivated by operational excellence /b, we would like to hear from you. /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 /li /ul /p #J-18808-Ljbffr