RateHawk

Local Support Specialist, Italian

RateHawk

full-time

Posted on:

Location Type: Remote

Location: Romania

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About the role

  • Help Our Partners: Take calls, provide initial advice and provide regular updates on ongoing cases to our B2B partners in Italian and English.
  • Be Transparent & Customer-Centric: Ensure clear, honest communication that reflects our commitment to outstanding partner satisfaction.
  • Handle Tickets & Escalations: Manage incoming tickets, follow up on escalations, and proactively work on resolution and prevention.
  • Manage Bookings: Handle booking modifications and relocations with attention to detail and urgency.
  • Team Collaboration: Actively support and coordinate with other departments to ensure smooth workflows and excellent service delivery.
  • Manage Expectations: Balance the needs and expectations of both partners and account managers to deliver satisfying outcomes.
  • Record Details: Accurately document all work and partner interactions in our CRM system.

Requirements

  • Language Skills: Advanced level of Italian and English – you’ll need to speak and write fluently. Knowledge of Spanish, Greek, Romanian, Serbian or other language is an advantage!
  • Industry Experience: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is a big plus!
  • Proactive Mindset: You don’t just solve problems – you prevent them. You anticipate partner needs and take initiative.
  • Cool Under Pressure: Able to handle multiple tasks, stressful situations, and urgent issues with professionalism and calm.
  • Empathetic Communicator: You understand and empathize with customer concerns while working toward the best solution.
  • Quick Learner: Fast at picking up new tools, systems, and processes with a result-oriented mindset.
Benefits
  • Remote Work: Work from the comfort of your home!
  • Salary: base payment + monthly bonus.
  • Dynamic Team: Be part of a young and energetic group of specialists.
  • Growth Opportunities: Tackle interesting and ambitious tasks that will elevate your professional skills.
  • Learning & Development: We support your growth through seminars, trainings, and conferences.
  • Perks: Take advantage of corporate discounts on hotels and other services.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM systemticket managementbooking modificationscase resolutionproblem prevention
Soft Skills
customer-centricclear communicationteam collaborationexpectation managementempathyproactive mindsetcool under pressurequick learner