Job Description

We are a globally recognized leader in customer experience solutions and travel services, partnering with some of the world's most reputable travel brands. We are expanding our dedicated international team in the vibrant heart of Mosta, Malta, for an exciting and dynamic project within the travel industry . Our mission is to deliver unparalleled support, create unforgettable travel experiences, and foster strong, lasting relationships with travelers worldwide. If you are a highly motivated individual with native-level Italian language skills and a passion for travel and delivering exceptional service in a fast-paced environment, we invite you to join our diverse, collaborative, and forward-thinking team.

Position Summary

We are seeking a proactive, knowledgeable, and empathetic Italian-Speaking Travel Agent to join our vital team in Mosta, Malta. This is an entirely on-site role , fostering strong team collaboration and a dynamic office environment. As a Travel Agent, you will be the primary point of contact for Italian-speaking travelers, providing expert guidance and support across various channels including phone, email, and chat. Your key responsibility will be to ensure outstanding customer satisfaction, efficiently manage travel bookings, offer comprehensive destination and product information, and maintain the high standards of service associated with our esteemed client's brand.

Key Responsibilities

Travel Consultation & Booking:

• Provide professional, courteous, and efficient travel consultation to Italian-speaking consumers via inbound phone calls, emails, and live chat.
• Assist customers with a wide range of travel inquiries, including flight bookings, hotel reservations, car rentals, package tours, cruises, and other travel-related services.
• Research and recommend suitable travel options based on customer preferences, budget, and travel requirements.
• Process bookings, modifications, and cancellations accurately and efficiently using various booking systems and tools.
• Handle payment processing and ensure all financial transactions are secure and correctly recorded.

Customer Service & Problem Resolution:

• Address and resolve customer complaints, concerns, and travel-related issues with empathy, patience, and a strong solution-oriented approach.
• Provide real-time assistance for urgent travel situations, such as re-bookings due to delays or cancellations, lost luggage, or emergency support during trips.
• Offer accurate and comprehensive information on travel policies, visa requirements, travel insurance, and health regulations.
• Document all customer interactions, bookings, and resolutions accurately and thoroughly within the CRM system, ensuring comprehensive records for future reference.

Product Knowledge & Destination Expertise:

• Develop an in-depth understanding of various travel products, services, destinations, and current industry trends.
• Stay continuously updated on airline policies, hotel chains, tour operators, and global travel advisories to provide accurate and timely information.
• Act as a true travel ambassador, ensuring every customer interaction reinforces a positive brand image, builds trust, and encourages repeat business.

Collaboration & Continuous Improvement:

• Collaborate effectively with team members, supervisors, and other departments to ensure seamless service delivery and consistent quality across all customer touchpoints.
• Participate actively in training sessions, team meetings, and calibration exercises to enhance skills, deepen destination and product knowledge, and ensure alignment with service standards.
• Provide valuable feedback and insights on customer trends, common issues, and process improvements to help enhance overall customer experience and operational efficiency within the travel project.
• Contribute to a positive and supportive team environment, sharing knowledge and best practices to foster collective success.

Who We're Looking For

Language Proficiency:

• Italian: Fluent/Native (C2 level) – absolutely essential for effective communication and consultation with our Italian-speaking travelers.
• English: Proficient (B2 level minimum) – required for internal communication, training, system navigation, and collaboration with international teams.

Skills & Experience:

• Excellent verbal and written communication skills in both Italian and English, with a strong ability to articulate complex travel information clearly and concisely.
• A strong customer-first attitude with genuine empathy, patience, and a passion for helping people plan their dream trips.
• Proven problem-solving abilities and a methodical approach to resolving travel inquiries and issues efficiently.
• Ability to learn quickly, adapt to new booking systems, travel products, and changing industry regulations and customer service best practices.
• Strong organizational skills and meticulous attention to detail for accurate booking and record-keeping.
• Tech-savvy with the ability to quickly learn and navigate various internal systems, Global Distribution Systems (GDS), CRM software, and communication tools.
• Ability to work effectively within a team in a fast-paced, on-site office environment, handling multiple tasks and priorities.
• Prior experience as a Travel Agent, Tour Operator, or in a similar customer service role within the travel industry is a valuable asset, but not strictly mandatory – comprehensive training will be provided to the right candidate who demonstrates the right attitude, communication skills, and eagerness to learn about the travel sector!
• Must be currently based in Malta as this is an on-site position.

What We Offer

• Competitive Salary: A highly attractive compensation package that recognizes your valuable linguistic skills and contributions to the travel experience.
• Comprehensive Benefits: Robust health and life insurance coverage to ensure your well-being and peace of mind.
• Career Growth: Significant opportunities for professional development, specialized training in travel technologies and destinations, and clear internal career progression paths within a rapidly expanding global company.
• Vibrant Work Environment: Join a diverse, international, and supportive team in a modern office setting in Mosta.
• Paid Training: Comprehensive onboarding and continuous professional development programs to equip you with all the knowledge and tools for success in the travel industry.
• Employee Perks: Access to various employee engagement activities, wellness initiatives, and more, designed to enhance your work-life balance.
• No Relocation Package is offered for this role; candidates must already be based in Malta.

Why Mosta, Malta?

Mosta, located in the heart of Malta, offers a charming blend of traditional Maltese life and modern conveniences. With its iconic Mosta Dome, friendly community, and easy access to the island's stunning beaches and historical sites, it provides an excellent quality of life. Working on-site in Mosta means you'll be part of a dynamic local team while enjoying all the benefits of island living in a Mediterranean paradise.

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