Customer Service Representative - Flights

We are seeking a motivated, service‑driven Flight Customer Service Representative to deliver high‑quality support to customers across multiple online channels. This role ensures an excellent service experience by resolving inquiries efficiently and professionally while collaborating closely with internal teams. The position contributes to service excellence, operational efficiency, and overall business objectives.

Responsibilities:

• Respond to customer inquiries via email, chat, and phone, ensuring timely, professional, and solution‑oriented communication.
• Learn through hands‑on experience, proactively gaining knowledge of internal procedures, systems, and service standards with guidance from senior team members.
• Collaborate with internal departments to resolve complex issues and ensure a seamless end‑to‑end customer experience.
• Develop and maintain a strong understanding of the company’s products, services, and policies to deliver accurate and up‑to‑date information.
• Maintain detailed and accurate records of customer interactions, ensuring all cases are followed through to full customer satisfaction.
• Support special projects and initiatives assigned by management, contributing to continuous improvement and operational excellence.

Skillset and Experience Required

• Languages: Fluency in English and Italian (spoken and written).
• Additional Languages: Knowledge of Spanish, German or French is considered an advantage.
• Location Requirement: Full office‑based availability in Rimini.
• Technical Knowledge: Knowledge of at least one GDS system (Amadeus, Galileo, or Sabre) is considered an advantage.
• Customer Focus: Strong commitment to delivering excellent service across all customer touchpoints.
• Team Collaboration: Ability to work effectively with cross‑functional teams.
• Learning Agility: Proactive, adaptable, and eager to acquire new knowledge and skills.

At HBX Group, we believe that diversity drives innovation and makes travel a force for good.  

We're committed to creating an inclusive workplace where everyone feels valued and  

respected, embracing different backgrounds, perspectives and talents. Join us and be part  

of a team where diversity and equal opportunities really do make a difference