We are Inside Out Italy, a leading provider of high-quality tours and authentic travel experiences for international travelers visiting Italy’s most iconic destinations. Our mission is to help people make the most out of their journeys through culture, discovery, and meaningful human interaction.
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With a strong focus on customer experience and operational excellence, we are building a team that is passionate about delivering unforgettable moments — from the Vatican Museums to the Colosseum, and beyond.
At Inside Out Italy, we believe in a simple principle: treat every customer’s experience as if it were your own.
The Role
We are looking for a Customer Service Manager who will be responsible for managing and optimizing customer service operations specifically for the city of Rome.
The ideal candidate will play a key role in ensuring outstanding customer satisfaction, leading the local team, and maintaining high service standards aligned with our brand values.
Key Responsibilities
Customer Experience Management:
Ensure a high level of customer satisfaction by overseeing all customer service interactions and ensuring timely, effective communication across all channels.
Team Leadership:
Lead, train, and manage a team of Customer Service Representatives and Coordinators, ensuring alignment with company standards and objectives.
Quality Assurance:
Monitor customer feedback and reviews, maintaining consistently high ratings and implementing corrective actions where necessary.
Operational Coordination:
Collaborate closely with operations and tour delivery teams to ensure a seamless customer journey from booking to post-experience follow-up.
Performance Monitoring:
Define, track, and analyze KPIs related to customer service performance, identifying opportunities for improvement.
Process Optimization:
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