Travel Support Agent – Italian Language (Remote)

About the role

The Travel Support Agent will assist customers via inbound and outbound calls or online channels, providing service and resolving routine issues related to the client’s travel technology products. The role operates on a flexible schedule from 10:00 a.m. to 11:00 p.m. local time, Monday through Sunday, offering a strong work‑life balance.

Key responsibilities

• Ensure service delivery meets contractual KPIs.
• Clarify customer requirements, use decision‑support tools, and provide appropriate resolutions.
• Listen attentively, demonstrate empathy, and build rapport with customers.
• Greet customers courteously and follow established procedures.
• Maintain up‑to‑date knowledge of client products and services.
• Prepare accurate work records and annotate accounts as required.
• Participate in initiatives to improve customer satisfaction and business performance.
• Offer additional products or services when appropriate.
• Track, document, and retrieve information in the call‑tracking database.
• Refer customers to published materials, secondary sources, or senior staff as needed.

Required profile

• B2 level proficiency in Italian (both spoken and written).
• Advanced English proficiency (training is conducted in English).
• Excellent communication and customer handling abilities.
• Minimum 6 months experience in a customer‑service environment.
• Strong typing and computer skills, including MS Office, internet, email, and web‑based applications.
• Organized with problem‑solving and analytical capabilities.
• Team player with a positive attitude.
• High‑school education or equivalent.

Required skills

• MS Office
• Internet usage
• Email handling
• Web‑based applications

What we offer

• Competitive salary.
• Permanent work‑from‑home arrangement after training.
• Medical and life insurance.
• Performance bonus.
• Internet allowance and meal vouchers.
• Career development opportunities.
• Annual reward and recognition events.
• Holiday pay and team events.