Customer Service Account Support - Inside Out Italy

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 smart working 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