Customer Service Account Support – Inside Out Italy

Customer Service Account Support

Location: Rome, Italy

About Inside Out Italy

Inside 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 .

⚠️ CUSTOMER SERVICE ACCOUNT SUPPORT – ESSENTIAL REQUIREMENTMANDATORY TOURISM CUSTOMER SERVICE EXPERIENCE

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 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 Role

As 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 Support

• Manage 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 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 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 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