Rosotravel – Life is an experience!

Are you a detail-oriented person? Do you dream of working remotely without having to commute to the office? Join our team and help create outstanding memories for our clients!

We are a provider of tours across Europe, the United States, and South America. We work with thousands of partners and organize hundreds of tours each month. Our top priority is delivering the highest quality of service, which is reflected in our ratings – average customer review score is 4.86/5.00.

Job description:

As a Mid Travel Support Specialist (Logistics department), your main goal is to ensure that private tours run smoothly. In this role, you will actively communicate with our partners (transport companies, tour guides, tourist sites, travel platforms), and most importantly, with clients. When managing private tours, you need to work efficiently – some tours may take place on the same day. Therefore, you must act quickly but carefully, ensuring that no critical information or step in the process is missed. Strong soft skills are essential to propose solutions that satisfy all parties – especially the client. We count on your initiative and sense of responsibility for the tasks entrusted to you.

Your Responsibilities:

• Professional communication with partners (tour guides, transport companies, tourist attractions) and customers (including international clients),
• Handling communication via email, and other channels such as WhatsApp or website live chat,
• Adding bookings to our systems along with all necessary information,
• Sharing and confirming pre-tour information (guest lists, schedules, meeting points, change of language, pickup location),
• Searching for tour guides and transport companies (in our database) and confirming their availability for the upcoming tour,
• Purchasing entrance tickets for group tours, making restaurant reservations, booking/coordinating the collection of audio guide headsets,
• Ongoing verification of the accuracy of tour-related data,
• Responding to urgent operational issues (e.g. loss of contact with a client, difficulties for a guide in locating a group),
• Providing quick and clear responses regarding the offer, availability, and tour execution,
• Sending review requests after the tour is completed,
• Preventive actions aimed at avoiding negative reviews (proactive communication, quick problem resolution),
• Identifying recurring issues and implementing corrective and preventive solutions.

Required Skills and Experience:

• At least 2 years of experience in customer service,
• Practical knowledge of English at a minimum B2 level,
• Practical knowledge of Google Workspace (which will be verified),
• Experience working with databases (e.g. Excel),
• Ability to work under time pressure and multitask,
• Strong skills in building and maintaining relationships with customers and partners,
• Ability to draw conclusions, make recommendations, and independently implement solutions
• High attention to detail and accuracy when working with operational data,
• Independence, responsibility, and initiative in task execution,
• Availability to work shifts between 8:00 AM– 4:00 PM, 4:00 PM–12:00 AM and 2:30 AM–10:30 AM CET/CEST, form Monday to Friday plus at least two weekends per month and public holidays,
• Fast and stable internet connection and reliable tools for remote work.

Preferred Skills and Experience:

• Experience in travel/hospitality industry,
• Experience working with CRM systems and task/project management tools

We offer:

• Remote work,
• Performance-based bonus,
• Paid time off (20 vacation days per calendar year),
• Professional development in a rapidly growing company.

Recruitment process:

• Meeting with HR
• Recruitment Assignment
• Meeting with the Manager

Benefits:

• Work from home

Application Question(s):

• What are your salary expectations (INR/month)?

Experience:

• customer relations (B2C): 2 years (Required)

Work Location: Remote