Customer Service Manager

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 Manager to join our team in our Rome Office.

Job profile

The Customer Service Manager is responsible for leading the team in providing excellent customer service. They will monitor and assign workload as well as other tasks and projects for the team. They must also manage the team's performance, working to maintain a high level of customer satisfaction. The Customer Service Manager will also be responsible for coordinating with other departments and suppliers and leading the emergency response team in the event of a crisis.

If you are a highly motivated and experienced customer service professional with a passion for delivering excellent service, we encourage you to apply for this exciting opportunity.

Key activities

Guide the team in providing excellent customer service, by monitoring and assigning workload, in order to ensure enquires are responded to in a professional and timely manner.

• Keep GM informed about team via reports, statistics, and meetings.

• Support with HR matter such as: hiring and planning staff holidays and permits, to ensure best coverage throughout the year.

• Define and achieve team targets, by sustaining team performance and conducting annual appraisal reviews, identifying staff mentoring and coaching needs.

• Maintain a positive work environment by optimizing and clarifying processes to increase productivity and efficiency.

• Coordinate and lead the emergency response team.

• Coordinate with responsible departments in case of quality issues.

• Plan and coordinate team and own business travel such as inspections, tour attendance, meet & greets and client/supplier meetings and other business projects.

• Carry an emergency after-hours mobile phone.

To succeed in the role, you should have:

• Previous experience in customer service or the travel industry.

• Business level English and Italian is essential (both verbal and written).

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

• Hands-on experience and good market cultural knowledge for our destination as well as our clients.

• AI tools to the computer literacy – experience in working with Microsoft packages is desirable.

• Good business reporting/statistic producing skills are preferred.

We are looking for a person who has:

• Solid problem-solving skills.

• Excellent written and verbal communication skills.

• Enthusiasm in delivering outstanding results.

• The ability to prioritize and multi-task in a complex environment and work under pressure.

• Ability to build good relationships with suppliers and customers (both internal and external).

• Motivated person, team player with pro-active attitude.

• Good leadership and time management skills.

What We Offer:

• Opportunity to work in an international environment.

• Diverse & inclusive culture.

• Learning & training opportunity for growth.

• Dedicated employee engagement activities.

• Flexible & remote working.

• Annual gross salary - range 42,5K / 48K