Customer Service Account Support – Inside Out Italy

Inside Out Italy; Roma; Ibrido; EUR 26.000 - 38.000; Tempo pieno

Vantaggi offerti da questo lavoro

Stable contract

Bonuses

Devices provided

Smart working opportunities

Career development

Descrizione del lavoro

Inside Out Italy is seeking a seasoned Customer Service Account Support based in Rome to manage requests from initial booking through the guest journey. You will collaborate with Customer Service, Operations, Ticketing, Sales and Tour Delivery to maintain service standards across all touchpoints.

The role requires at least 1 year in tourism customer service, strong organisation, problem-solving, and the ability to work in a fast-paced, international environment with attention to detail.

Competenze

• Minimum 1 year of proven professional experience in Customer Service within the tourism industry is essential.
• This role is not entry-level; bring existing tourism sector knowledge from day one.
• Experience dealing with customers, bookings, travel-related requests and business partners is required.

Mansioni

• Manage customer and partner enquiries via email, phone and chat.
• Provide accurate information regarding bookings, itineraries, tickets, amendments and cancellations.
• Own customer requests from initial contact to resolution.
• Coordinate with internal teams to ensure smooth guest journeys.

Conoscenze

English proficiency

Multilingual ability

Organisational skills

Problem solving

Customer service exp

Strumenti

CRM systems

Booking platforms

Ticketing systems

Excel

Descrizione del lavoro

Inside Out Italyis 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 REQUIREMENT

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

Location: Rome, Italy

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 ResponsibilitiesCustomer Service & Guest Support

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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 toolsis 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

• Stable employment contractwith 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 smart working 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

• Company mobile phone
• Smart working / work-from-home opportunities
• Flexible working arrangements
• Professional development and training opportunities
• Career progression opportunities
• Performance-based incentives

If you are an experienced tourism Customer Service professional who ispassionate about people, highly organised, solution-oriented and motivated by operational excellence.

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.

• Inside Out Italy — creating exceptional experiences, one guest at a time.