Have you travelled around or lived in Italy? Are you customer focused and target driven? Look no further!

We’re looking for amazing, friendly and caring people to join our Sales and Service team, to share their Italy knowledge and piece together unique holiday experiences for our customers. We’re after people with a lot of drive, enthusiasm and flexibility because that’s what our customers expect these days. We want enthusiastic, innovative and passionate people who can deliver great, seamless customer experiences.

You will be working for Citalia, a leading luxury travel company. Our experts use their extensive product knowledge to deliver an outstanding and digitally enhanced customer experience and to individually design tailor made Italian itineraries to our customer’s desires.

You will be responsible for ensuring each customer’s journey is a seamless process by delivering a personalised, end-to-end service from their first phone call to their return home.

Today in the UK Citalia is the original Italy travel specialist, with almost 90 years’ experience in organising holidays to Italy. We are the UK’s leading Italian Specialist, no one knows Italy like we do.

What you will be doing:

You will be responsible for the entire customer journey from the initial point of contact right the way through until the customer returns home. This involves sales, aftersales, operational and customer relations communication with our customers.  By using your expertise you will maximise sales through the selling of luxury holiday products and ancillaries and search out opportunities, whilst executing accuracy and diligence.

You will be expected to meet and exceed targets measured by profit, customer satisfaction and customer retention scores so drive is essential! You will also:

- Build valuable relationships with your customers, ensuring your tone of voice, language and contact are in line with our brand guidelines

- Use various reservations systems and social media tools, including websites to search out the perfect holiday and bring it to life for our customers

-Use CRM tools to ensure we have recognised previous customers and taken into consideration their requirements, thinking ahead for them to enhance the customer experience

- Switch sell to focus products during sales, taking into account customer needs and desires

- Exceed customer and colleague expectations while being commercially minded at all times

- Keep up to date with company/ marketing activity and product developments

- Attend training, participate in educational programmes visiting some of our incredible destinations/ hotels and drive self-learning as a way of improving product knowledge and soft skills

- Provide excellent service to customers on and offline (including face to face meetings/ PR events)

- Build strong relationships with the overseas hoteliers and ground handlers ensuring the management of each customer journey is collaborative and seamless

- Ensure customers are kept up to date of any changes, news or information relating to their holiday

What we are looking for:

You will have good detailed knowledge of Italy, either have travelled around or lived there.  You will be someone who will look after each customer like they are one of the family and absolutely recognize the importance of the entire customer experience. When issues arise, because sometimes they do, you will keep a cool head and able to think with a customer hat on, get on and deal with the situation. You will also:

- Be keen to develop and take accountability for your own learning

- Have a visible passion for Italy and customer service

- Be able to work well as part of a team

- Be kind, caring and compassionate with a passion for collaboration, honesty and integrity

- Have demonstrable experience of achieving sales and service targets

- Be commercially minded and take responsibility for your own results, always striving to do better

- Be a great verbal & written communicator and relationship builder

- Be a complete team player who can engage and motivate colleagues

- Be a proactive, trend spotter, confident in providing feedback to the business, driving improvement

- Have an ability to really listen, quickly identifying customer needs to make sound recommendations.

- Be digitally / online savvy and understands the different touch points of the customer journey

- Have an ability to multitask and effectively prioritise in a fast paced environment

- Have excellent attention to detail and understand the impact of errors on the business/ customer

- Be flexible and adaptable to different people, customers, challenges and ways of working

- Speak Italian (desirable but not essential)