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 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 smart working 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
- Lavoro da remoto / work-from-home opportunities
- Flexible working arrangements
- Professional development and training opportunities
- Career progression opportunities
- Performance-based incentives

Join Inside Out Italy

If 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 (Italia)
🏢 Inside Out Italy
📍 Italia