Customer Service Coordinator (Japanese, Italian and English Speaking)

About Kuoni Tumlare

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

About the Business

Our Destination Management services form the core of our business. Together with our destination experts, our sales and account management teams generate business by partnering with our customers (Tour Operators, Travel Agencies) to shape exciting itineraries suited to their traveler’s needs. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry free.

About the Role

We are currently offering a position as Customer Service Coordinator to join our team in our Rome Office.

The key objective of this role is to provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. The Customer Service Coordinator also acts as local public-relations contact and sales support, maintaining existing customer relationships and promoting future business. The role is also the first point of contact for all emergency situations that may arise (e.g., civil unrest, natural disasters, serious accidents involving customers).

Key activities

• Handle all incoming calls, emails and chats from customers travelling in EMEA.

• Act as part of the emergency response team and support tour leaders and customers during any unexpected crisis situations.

• Monitor and spot-check the quality of suppliers through the services provided. • Check itineraries to ensure the smooth running of tours and itinerary feasibility, as and when required.

• Provide clear, detailed reports and presentations following interactions with customers, inspections and spot checks.

• Support the business by gathering market trends, new products and local destination information, and by providing feedback and suggestions. • Meet and greet customers and tour leaders during and outside office hours, as and when required.

• Attend tours and inspections, or provide onsite inspection and support, during and outside office hours, if and when required.

• Business trips within EMEA and possibly to Sales Offices are required (expected frequency: [X days per month]).

• Assign and allocate services if and when required. • Collect business intelligence to help generate future business.

• Carry an after-hours emergency mobile phone on a rota basis, if and when required (expected frequency: [X]; on-call allowance as per [CCNL / company policy]).

• Work on a daytime shift pattern. Occasional evening or weekend work may be required, planned in advance where possible and compensated under the applicable CCNL.

• Any other ad-hoc duties, such as general operations, administrative or coordination tasks, as required.

Knowledge, Skills, Experience, Qualifications

• Previous experience in customer service or the travel industry.

• Understanding of the travel industry market and culture is desirable.

• Business-level Japanese, Italian and English, both written and spoken, is essential.

• Knowledge of a third language (e.g., Mandarin, Korean) is desirable.

• Relevant experience and good knowledge of APAC/EMEA markets and cultures is essential.

• Computer literacy, including AI tools; experience with Microsoft packages is desirable.

• Good business reporting and statistics skills are preferred.

• Basic knowledge of the internal booking system is an advantage; training will be provided.

Attributes of The Role Holder:

• Ability to organise and manage own workload

• Motivated team player who takes initiative

• Good problem-solving skills

• Delivering Results

• Focusing on Customers & Suppliers

• Communicating

• Collaborating

• Reviewing and improving

• Navigating change

• Compensation range (Annual Gross Salary): €27.000 - €29.000

In line with EU Pay Transparency Directive, we are committed to fair and equitable Pay Practices. We do not ask candidates about their current salary or previous renumeration. Compensation is graded and based on objective criteria such as requirements of the role, relevant skills, experience and market benchmarks.