Local Support Specialist (Italian)

RateHawk; Italia; Remote; EUR 28,000 - 45,000; Full time

Benefits offered by this job

Remote work

Bonus scheme

Training & development

Job summary

RateHawk is hiring a Local Support Specialist to assist B2B partners in Italian and English, working remotely from Italy. You will manage inquiries, bookings changes, and escalations with a focus on clear communication and fast resolutions.

The role emphasizes proactive problem-solving, empathy, and collaboration with other departments to ensure smooth service delivery and partner satisfaction. A dynamic, growth-oriented travel-tech team awaits your contribution.

Qualifications

• Fluency in Italian and English, written and spoken.
• Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is a plus.
• Ability to handle multiple tasks and maintain composure under pressure.

Responsibilities

• Help Our Partners: take calls, provide initial advice and updates to B2B partners in Italian and English.
• Be Transparent & Customer-Centric: communicate honestly and drive partner satisfaction.
• Handle Tickets & Escalations: manage tickets, follow up on escalations, and work on resolutions.

Skills

Italian fluency

English fluency

Customer service

Communication skills

Problem solving

Tools

CRM software

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.

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.

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!

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