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Customer Care & Operations Support Representative (Fluency in Italian preferred)


Job Description


Our Customer Service and Operations Support Agent is responsible for guiding our customers through our company products, in detail, to create a travel experience for their visit to one of our many markets. It is important that the Agent becomes familiar with all company products, general area and culture, local to cities and countries in which our tours operate. The Agent should be able to maintain a positive and welcoming demeanor when answering email and phone inquiries, while also multi-tasking projects pertaining to the position. The Agent will function as a team player with a willingness to help fellow co-workers, while also looking for opportunities for productivity improvement within the department and company. While the candidate will be called-on to think creatively throughout the day, it is also important that you feel comfortable with different technological platforms and duties. The Agent will need to input new bookings and/or manage existing customer bookings through the company’s database, as well as facilitating payments through our credit card system.


Tasks, Duties and Scope of Work

  • Answering inquiries from guests interested in booking a Walks activity or tour and/or amending an already-existing reservation
  • Providing detailed information on our tours, excursions, activities and transportation options on a non-commission based sales team
  • Assisting guests while on-location with finding meeting points/guides, etc.
  • Utilizing problem-solving techniques for potential issues that may occur prior to the tour, or while guest is on-location
  • Daily communication with Guides, Guide & Operations Managers and the Ticketing/Scheduling/Forecasting Manager
  • Occasionally assisting intra-office teams with the purchase of tickets and helping our B2B team (third-party providers) with data entry, quality control, and client follow-up

Requirements and Skills Desired

  • Ability to work a schedule beginning at 6am, that is 8 hours a day, 5 days a week. Weekends are required. You will be required to work holidays, but allowed to swap for another day off
  • International travel capabilities necessary to training and employment with company
  • Previous experience in Sales, Hospitality, Customer Service or Administrative work
  • Confident in developing skills by asking questions and working together with your co-workers as a team
  • A self-starter who is independently responsible for prioritizing tasks in a relatively hands-off environment with regard to accuracy and attention to detail
  • Strong verbal, typing/writing and technical skills, and the ability to learn multiple systems in a fast-paced environment
  • Familiarity with Google Suite, Microsoft applications, Vonage, Five9, ZenDesk, Slack, Paymentech and/or Fareharbor
  • Past travel experience or knowledge of New York City, Italy, Spain and/or Paris, a plus, but not necessary
  • Fluency in Italian preferred

About the Company

Walks is an innovative sightseeing tours & activities company operating one-of-a-kind travel experiences in top destinations worldwide, creating proprietary booking software across many domains. Walks manages tour products in Italy, France, Turkey, & New York, and handles many thousands of clients on the ground annually. They directly contract with attractions like the Colosseum, Vatican Museums, Galleria Accademia & Uffizi Museums, St. Mark’s Basilica and Doge’s Palace, Empire State Building, One World Trade Center, 9/11 Museum, Metropolitan Museum of Art, Disney Theatrical, Hagia Sophia, Basilica Cistern, Louvre, Eiffel Tower, and Paris’ Catacombs; the portfolio is ever-expanding. Walks has been written up in publications such as NY Times, USA Today, Telegraph, Huffington Post, American Way, Skift, & in guidebooks like Fodors, Frommers, DK, and Rick Steves.


To apply for this position, please follow the link. For assistance on arrival in English, Italian, French and Spanish please contact our colleagues at EazyCity,


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