Client Service & Operations Assistant Manager

Position Job Title: Client Service & Operations Assistant Manager

Start Date: flexible but ideally from January/February

Type of Contract: Full-Time

Base Salary per Annum & Bonus: to be discussed, depending on experience

Annual Leave Entitlement: 20 Working Days (Plus Bank Holidays)

Working place: working from home / remote

Working Hours: 1st April to 31st October - Monday to Friday + Weekend on call
1st to 31st March: 5 days/week
1st November to 28th February: 3 days/week

TASKS:

Customer Care and Travel Quality Management (April to October)

• Welcoming clients on arrival day and being available for any assistance throughout their stay.
• Staying in constant contact with VIP clients, providing daily updates and essential travel information.
• Ensure all clients requests whilst on the ground get actioned in a timely manner, checking with suppliers for changes’ availability and arrange seamless coordination.
• Rapid problem solving when inconvenience occur on the ground
• Ensuring all ground suppliers, villa managers, and hotels are well informed about clients’ specific details, such as dietary requirements and special occasions.
• Going the extra mile by adding thoughtful touches like welcome cards, birthday surprises, and additional amenities to enhance their experience.
• Reconfirming all services in itineraries previously arranged and booked by Travel Designers via the company software.
• Coordinating with all ground teams to ensure smooth execution of complex or tricky client services.
• Ensure clients’ extras are invoice and paid, as well agents commissions are always updated on they system

Admin, Account Management, and Product (November to March)

• Uploading, Maintaining and Updating supplier information (Services, Experiences and Villas) and their prices in the back office and company software.
• Booking’s folders closure liaising with CFO.
• Liaise with Copywriter for the creation of any new tour description.
• Assistance with developing travel guides.

Others:

• Support the CEO, COO, CFO and Quality Manager with daily tasks if required.

REQUIRED:

• Minimum 2 years experience in luxury travel industry and/or having any strong customer care service role.
• Professional Italian & English speaking and writing.
• The candidate must be extremely detail-oriented, being able to work under pressure and efficiently during high season, good with ground logistics, pro-active and with criteria for good taste.
• Great IT skills and comfortable with technology.
• London or Italy based: in London full-time employment contract, in Italy as full-time freelancer (due to the current law).

Please send your cover letter and CV to info@n2sitalia.com copying-in tom@n2sitalia.com