Customer Service Account SupportLocation: Rome, Italy

About 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.

⚠️ 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 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 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 be particularly 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 of Microsoft Office, particularly Excel.
- Experience with CRM systems, booking platforms, ticketing systems and customer service tools is 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 contract with genuine opportunities for professional development.
- Performance-based bonuses linked to both individual and company results.
- Company devices and all necessary equipment to perform the role effectively.
- 6-day working week, primarily office-based, with lavoro da remoto 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 and merit-driven working environment.
- Continuous training and structured opportunities for professional development.
- Clear career progression opportunities towards Senior, Supervisory and Coordination roles.
- The opportunity to work within a rapidly developing tourism company and contribute directly to the experience of thousands of international travellers every year.
- Exposure to Customer 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

Join Inside Out ItalyIf you are an experienced tourism Customer Service professional who is passionate about people, highly organised, solution-oriented and motivated by operational excellence, we would like to hear from you.

Join a growing international team where your 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.

📌 Customer Service Account Support – Inside Out Italy (Roma)
🏢 Inside Out Italy
📍 Roma