Sales at Incoming Tour Operator for Adventure Travel

Were an incoming tour operator that creates award-winning human-powered outdoor adventures and is on a mission to become the North Star of responsible tourism in Albania.

Were looking for someone to support our guests from the start of their intention to travel to the Balkans through the selection of a suitable trip and preparation for it during the time spent in the destination and thereafter sharing the experience - all with the goal to create top-notch customer experiences.

An advanced candidate may start in post-sale support but assume further sales marketing and content tasks after a brief familiarization period while someone with less experience should demonstrate an interest in growing into advanced functions over time.

The gross salary for this position ranges from 87000 ALL to 127000 ALL per addition there is an annual company performance-based bonus which is not guaranteed; however over the past three years it has typically ranged between 40% and 50% of the total annual salary.

• Low: Ideally you have at least some job experience in sales support marketing or tourism especially in an English-speaking environment or with international clients. That said we also welcome motivated newcomers who have a strong love for travel and the outdoors and a genuine desire to learn the sales role.
• Mid: You have at least two years of experience in content creation social media management copywriting and/or SEO or are already familiar with the sales/management of tourism products to Albania and the Balkans. Ideally you can provide references supporting this.
• High: You can share showcases of the successful planning and implementation of digital marketing strategies or have significant product management experience in the tourism sector enabling you not only to work independently but also to instruct others.

Tasks

You will spend most of your time communicating with our guests and some time coordinating with the rest of the team. Related sales and customer service experience is a bonus and moves you up the salary range. The role involves both structured operational tasks and proactive support to ensure an exceptional guest experience.

Sales:

• Respond promptly to booking inquiries providing an overview of the tours with key details making suggestions based on guests preferences and providing clear answers to their questions.
• Assist guests with their booking payment and sign-up process patiently and professionally ensuring all necessary information and payments are received.
• Record tour details accurately (dates rooming additional services special requests) in the system and issue invoices.
• Follow up with potential clients still in the planning stage to support their decision-making.

Maintain records of clients who have postponed trips and follow up with them in the following season.

Pre-trip:

• Provide guidance and answer questions to help guests prepare for their trip.
• Monitor and follow up on missing travel information or logistics (travel documents arrival/departure details etc.).

During the trip:

• Stay in touch with guests and respond appropriately to delays complaints or unforeseen events (lost luggage flight delays itinerary changes extreme weather etc.).
• Coordinate with back office tour guides and other staff to ensure a smooth experience.
• Provide empathetic proactive support to maintain a positive guest experience.

Post-trip:

• Collect and respond to guest feedback ensuring all relevant information is logged in the system.
• Monitor overall customer satisfaction and address issues to continuously improve the guest experience.

Internal / Operational Tasks

• Update departure dates prices and availability on OTA platforms before and throughout the travel season.
• Onboard new tours on OTA platforms ensuring content accuracy and consistency.
• Assist independent travelers booking permit services through the company.
• Prepare GPS tracks for self-guided tours and collect/organize data.
• Coordinate with internal teams to ensure smooth operational processes and alignment with guest expectations.

Advanced opportunities (after familiarization period):

• Participate in B2B outreach attend physical and online events and support complex booking requests.
• Assist with marketing initiatives including copywriting SEO and digital campaigns to improve lead generation and conversion rates.
• Support product management including the creation of new tours improvement of existing ones annual portfolio maintenance and performance reporting.

Requirements

1. Communication & Customer Service

• Excellent written and verbal communication skills in English (additional languages are an advantage including German).
• Strong interpersonal skills with a friendly professional and solution-oriented attitude.
• Ability to handle client inquiries concerns and complaints with patience empathy and confidence.
• Experience managing communication across multiple channels (email phone chat).
• Passion for travel outdoor activities and sustainability or at least a strong understanding of what motivates guests.

2. Sales & Relationship Management

• Customer-focused mindset with the ability to understand and respond to client needs.
• Experience in sales or client relationship roles ideally within travel hospitality or tourism.
• Ability to follow up on leads nurture client relationships and close bookings effectively.
• Attention to detail in managing booking information payments and client preferences.
• Motivation to grow professionally and take on advanced sales and marketing-related responsibilities over time.

3. Organizational & Administrative Skills

• Strong organizational and multitasking abilities to manage multiple clients and tasks simultaneously.
• Excellent record-keeping data management and systematization skills.
• Proactive in following up on missing information pending tasks and seasonal workload requirements.
• Reliable disciplined and capable of meeting deadlines under pressure especially during high season.
• Ability to prioritize effectively and manage workload independently while collaborating with a self-organized team.

4. Technical & Digital Skills

• Comfortable using CRM systems and document management tools.
• Open to learning and using new digital tools to improve productivity and guest experience.

5. Problem-Solving & Adaptability

• Ability to think quickly adapt and act appropriately in case of unforeseen events or client issues (e.g. lost luggage flight delays itinerary changes).
• Flexible and resilient thriving on change and comfortable handling last-minute requests.
• Self-starter with a strong sense of responsibility ownership and accountability for client satisfaction.
• Willingness to get involved in tasks outside your direct remit as required in a fast-growing business.

6. Long-Term Perspective & Attitude

• Intent to work with the company for at least two years.
• Excited by the mission and activities of the company showing enthusiasm for learning growth and contribution.
• Enjoys working in a collaborative adventurous and self-driven environment.

Benefits

Were building a small team of passionate and ambitious people and invite you to be part of it.

• Annual performance-based bonus: reflecting company success.
• 4 weeks paid leave plus additional public holidays.
• MonFri schedule (occasional Sat during peak periods additionally compensated).
• Flexible workday: typically 8 hours including a one-hour lunch break meaning 7 hours of actual work with some flexibility in start/end times.
• Professional growth opportunities: support for training workshops and mentorship to help you develop your skills and career.
• Career advancement: high performers may take ownership of new projects lead initiatives and fast-track into senior roles.
• Exposure to our product: participate in FAM trips to experience our tours firsthand and contribute directly to product development.
• Flexible and supportive environment: flat hierarchy autonomy to propose and implement ideas and direct access to leadership.
• Team culture & experiences: We organise 23 company-paid team trips each year open to anyone who wants to join plus a 300 wellness budget for the gym or activities you enjoy.
• Meaningful impact: work that directly supports rural communities family-run businesses and sustainable tourism development in Albania.

Good to know

• Start date: Ideally within February.
• Location: On-site in central Tirana.
• Application process:
• You will receive an invitation to an online assessment.
• Based on the outcomes we may invite you to an interview in our office in Tirana. Let us know if you cannot attend in person and prefer to do so remotely.
• Interviews will take place in the second half of January 2026.