Local Support Specialist (Italy)

RateHawk; Indonesia; Remote; IDR 89,280,000 - 156,240,000; Full time

Benefits offered by this job

Remote Work

Base salary + monthly bonus

Dynamic team

Growth opportunities

Learning & Development

Hotel discounts & other perks

Job summary

RateHawk is hiring a Local Support Specialist to assist B2B partners in Italian and English. You will handle calls, provide updates on ongoing cases, and work to ensure partner satisfaction while maintaining clear, proactive communication.

The role offers remote work from home with a dynamic, growth-focused team in the travel-tech space. Experience in travel or TMCs is a plus, and learning opportunities are highlighted in the program.

Qualifications

• Fluent in Italian and English; travel/concierge or B2B support experience is a plus.
• Strong communication skills with a customer-centric approach.
• Ability to manage multiple tickets and coordinate with internal teams.

Responsibilities

• Provide initial guidance and updates to B2B partners in Italian and English.
• Communicate clearly and honestly to ensure partner satisfaction.
• Handle tickets, escalations, and proactive resolutions to prevent issues.
• Manage booking modifications and relocations with attention to detail.
• Collaborate with other departments to ensure smooth workflows.

Skills

Fluent Italian

Fluent English

Additional languages

CRM experience

Customer empathy

Proactive mindset

Calm under pressure

Fast learner

Tools

CRM system

Job description

Join Our Team as a Local Support Specialist at RateHawk!

Are you passionate about travel and tech? Do you speak English and Italian fluently? If so, we'd love to have you join our fast-growing international travel-tech company! At RateHawk, we pride ourselves on having a fantastic team, a vibrant culture, and plenty of opportunities for growth.

Requirements

What You'll Do:

• Help Our Partners: Take calls, provide initial advice and provide regular updates on ongoing cases to our B2B partners in Italian and English.
• Be Transparent & Customer-Centric: Ensure clear, honest communication that reflects our commitment to outstanding partner satisfaction.
• Handle Tickets & Escalations: Manage incoming tickets, follow up on escalations, and proactively work on resolution and prevention.
• Manage Bookings: Handle booking modifications and relocations with attention to detail and urgency.
• Team Collaboration: Actively support and coordinate with other departments to ensure smooth workflows and excellent service delivery.
• Manage Expectations: Balance the needs and expectations of both partners and account managers to deliver satisfying outcomes.
• Record Details: Accurately document all work and partner interactions in our CRM system.
  

What We're Looking For:

• Language Skills: Advanced level of Italian and English – you'll need to speak and write fluently. Knowledge of Spanish, Greek, Romanian, Serbian or other language is an advantage!
• Industry Experience: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is a big plus!
• Proactive Mindset: You don't just solve problems – you prevent them. You anticipate partner needs and take initiative.
• Cool Under Pressure: Able to handle multiple tasks, stressful situations, and urgent issues with professionalism and calm.
• Empathetic Communicator: You understand and empathize with customer concerns while working toward the best solution.
• Quick Learner: Fast at picking up new tools, systems, and processes with a result-oriented mindset.

Benefits

What We Offer:

• Remote Work: Work from the comfort of your home!
• Salary: base payment + monthly bonus.
• Dynamic Team: Be part of a young and energetic group of specialists.
• Growth Opportunities: Tackle interesting and ambitious tasks that will elevate your professional skills.
• Learning & Development: We support your growth through seminars, trainings, and conferences.
• Perks: Take advantage of corporate discounts on hotels and other services.

The Process:

• Application: We will review your CV once you apply!
• Video Interview: Record a video introduction in Italian.
• Meeting with HR: A friendly chat with our HR team.
• One minute Internet Speed Test: Just to make sure you're all set for remote work.
• Meeting with Hiring Manager: Another friendly chat.
• Interview results!
  

If this sounds like the perfect fit for you, we'd love to hear from you! Learn more about our data protection practices in our Privacy Policy: https://emergingtravel.notion.site/recruitment-privacy-notice