Customer Service Account Support

Customer Service Account SupportLocation: Rome, ItalyAbout Inside Out ItalyInside Out Italy is 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 combining exceptional 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 to quality, accountability and continuous improvement.

Non si lasci sfuggire questa opportunità: si candidi rapidamente se la sua esperienza e le sue competenze corrispondono a quanto descritto di seguito. CUSTOMER SERVICE ACCOUNT SUPPORT – ESSENTIAL REQUIREMENTMANDATORY TOURISM CUSTOMER SERVICE EXPERIENCEA 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 a Tour Operator is strongly preferred.

The successful candidate must already have a solid understanding of the tourism industry and experience dealing with customers, bookings, travel-related requests, operational issues and business partners.

This is not 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 RoleAs a Customer 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 with Customer 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 is organised, 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 about taking ownership, solving problems and creating confidence at every stage of the customer journey.

Key ResponsibilitiesCustomer Service & Guest SupportManage customer and partner enquiries via email, 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 ManagementSupport 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 SupportProvide operational support to OTAs, 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 SupportWork 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 & QualityMonitor customer feedback, compla