Tour Support Specialist
About the Role
Renata Travel DMC is adding a Tour Support Specialist to ensure dependable customer resolution across incoming DMC operations in Sardinia, Sicily, Corsica, and Italy. This role focuses on specialized execution within tour support, including tailor-made programs, excursions, transfers, groups, MICE, and local partner coordination. The work requires clear documentation, timely escalation, and seamless handoffs to ensure accuracy, security, and traceability.
Responsibilities
- Review the Tour Support Specialist workflow by helping the team examine case history before responding.
- Maintain the workflow by resolving routine issues within approved authority.
- Track commitments and next actions to ensure clear documentation.
- Own complex cases by escalating them with sufficient context for the next owner.
- Coordinate assigned customer or client requests to ensure timely and accurate resolution.
Capabilities That Matter
- Confidently use Queue Management and Knowledge Base tools in tour support execution.
- Apply Multichannel Support while tracking exceptions, owners, and deadlines.
- Document Mediterranean Destination Operations decisions clearly for team follow-up.
- Exercise sound judgment, escalating issues when necessary instead of making assumptions.
Expected Contribution
The practical outcome is dependable customer resolution, marked by clean records, explicit ownership, timely escalation, and fewer downstream fixes. Success is measured through effective tour support specialized execution within incoming DMC operations.
Position Details
Full-time, associate level, 100% remote within the United States. Base salary: $40,000–$60,000 per year.