Italian Speaking Customer Experience Specialist

We are a globally recognized leader in customer experience solutions and travel services partnering with some of the worlds most reputable travel brands. We are expanding our dedicated international team in the vibrant heart of Mosta Malta for an exciting and dynamic project within the travel industry. Our mission is to deliver unparalleled support create unforgettable travel experiences and foster strong lasting relationships with travelers worldwide. If you are a highly motivated individual with native-level Italian language skills and a passion for travel and delivering exceptional service in a fast-paced environment we invite you to join our diverse collaborative and forward-thinking team.

Position Summary

We are seeking a proactive knowledgeable and empathetic Italian-Speaking Customer Experience Specialist to join our vital team in Mosta Malta. This is an entirely on-site role fostering strong team collaboration and a dynamic office environment. As a Customer Experience Specialist you will be the primary point of contact for Italian-speaking travelers providing expert guidance and support across various channels including phone email and chat. Your key responsibility will be to ensure outstanding customer satisfaction efficiently manage travel-related inquiries offer comprehensive destination and product information and maintain the high standards of service associated with our esteemed clients brand focusing on creating a seamless and positive journey for every customer.

Key Responsibilities

Customer Interaction & Support:

• Provide professional courteous and efficient support to Italian-speaking consumers via inbound phone calls emails and live chat acting as the first point of contact for all travel-related inquiries.
• Assist customers with a wide range of travel questions and issues including existing flight and hotel bookings car rentals package tours cruises modifications cancellations and general travel advice.
• Actively listen to customer needs identify their underlying concerns and provide accurate tailored solutions that enhance their overall travel experience.
• Maintain a positive and helpful demeanor even in challenging or complex situations ensuring every interaction leaves a positive impression and strengthens brand loyalty.

Problem Resolution & Journey Enhancement:

• Address and resolve customer complaints concerns and travel-related issues with empathy patience and a strong solution-oriented approach striving for first-contact resolution.
• Provide real-time assistance for urgent travel situations such as re-bookings due to delays or cancellations lost luggage emergency support during trips or any unforeseen circumstances impacting their journey.
• Offer accurate and comprehensive information on travel policies visa requirements travel insurance health regulations and destination-specific guidance.
• Document all customer interactions including inquiries bookings and resolutions accurately and thoroughly within the CRM system ensuring comprehensive records for future reference and analysis.

Product Knowledge & Destination Expertise:

• Develop an in-depth understanding of various travel products services destinations and current industry trends.
• Stay continuously updated on airline policies hotel chains tour operators and global travel advisories to provide accurate timely and proactive information to customers.
• Act as a true brand ambassador ensuring every customer interaction reinforces a positive brand image builds trust and encourages repeat business by delivering exceptional service.

Collaboration & Continuous Improvement:

• Collaborate effectively with team members supervisors and other departments (e.g. operations sales technical support) to ensure seamless service delivery and consistent quality across all customer touchpoints.
• Participate actively in training sessions team meetings and calibration exercises to enhance skills deepen destination and product knowledge and ensure alignment with evolving customer experience standards.
• Provide valuable feedback and insights on customer trends common issues and opportunities for process improvements to help enhance overall customer experience and operational efficiency within the travel project.
• Contribute to a positive and supportive team environment sharing knowledge and best practices to foster collective success and a culture of continuous improvement.

Who Were Looking For

Language Proficiency:

• Italian: Fluent/Native (C2 level) absolutely essential for effective communication and comprehensive support for our Italian-speaking travelers.
• English: Proficient (B2 level minimum) required for internal communication training system navigation and collaboration with international teams.

Skills & Experience:

• Excellent verbal and written communication skills in both Italian and English with a strong ability to articulate complex travel information clearly concisely and empathetically.
• A strong customer-first attitude with genuine empathy patience and a deep passion for helping people plan and enjoy their travel experiences.
• Proven problem-solving abilities and a methodical efficient approach to resolving travel inquiries and issues.
• Ability to learn quickly adapt to new booking systems travel products and changing industry regulations and customer service best practices.
• Strong organizational skills and meticulous attention to detail for accurate booking record-keeping and customer follow-ups.
• Tech-savvy with the ability to quickly learn and navigate various internal systems Global Distribution Systems (GDS) CRM software and communication tools.
• Ability to work effectively within a team in a fast-paced on-site office environment handling multiple tasks and priorities.
• Prior experience in customer service travel agency operations call center environments or a similar client-facing role within the travel industry is a valuable asset but not strictly mandatory comprehensive training will be provided to the right candidate who demonstrates the right attitude communication skills and eagerness to learn and grow in the travel sector!
• Must be currently based in Malta as this is an on-site position.

What We Offer

• Competitive Salary: A highly attractive compensation package that recognizes your valuable linguistic skills and contributions to enhancing the travel experience.
• Comprehensive Benefits: Robust health and life insurance coverage to ensure your well-being and peace of mind.
• Career Growth: Significant opportunities for professional development specialized training in travel technologies and customer experience methodologies and clear internal career progression paths within a rapidly expanding global company.
• Vibrant Work Environment: Join a diverse international and supportive team in a modern office setting in Mosta.
• Paid Training: Comprehensive onboarding and continuous professional development programs to equip you with all the knowledge and tools for success in the travel industry.
• Employee Perks: Access to various employee engagement activities wellness initiatives and more designed to enhance your work-life balance.
• No Relocation Package is offered for this role; candidates must already be based in Malta.

Why Mosta Malta

Mosta located in the heart of Malta offers a charming blend of traditional Maltese life and modern conveniences. With its iconic Mosta Dome friendly community and easy access to the islands stunning beaches and historical sites it provides an excellent quality of life. Working on-site in Mosta means youll be part of a dynamic local team while enjoying all the benefits of island living in a Mediterranean paradise making it an ideal location to build a career in customer experience.