Local Support Specialist (Italy)

Join Our Team as a Local Support Specialist at RateHawk ! Are you passionate about travel and tech? Do you speak English and Italian fluently? If so, we’d love to have you join our fast-growing international travel-tech company! At RateHawk , we pride ourselves on having a fantastic team, a vibrant culture, and plenty of opportunities for growth. Requirements What You'll Do: 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. What We're Looking For: 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