Reservation Agent

Italian-Speaking Reservations Agent

Location: Malta

Contract Type: Indefinite

Working Model: On-Site (only local candidates TBC)

Start Date: 2/Feb/26

Role Overview

As an Italian-Speaking Reservations Agent, you will be the first point of contact for customers reaching out by phone regarding our services. Your role is to handle incoming calls professionally, maximize sales conversions, and ensure each caller receives a high-quality experience. You will collaborate closely with colleagues and Team Leaders to maintain service excellence and contribute to team success.

Main Duties and Responsibilities

Receive and handle incoming calls from the Italian market, converting inquiries into confirmed reservations and sales.

Meet and exceed performance targets, including sales, quality, and call-handling metrics, as defined by the Market Manager and Team Leaders.

Provide accurate and timely information to customers, tracking reservation requests and ensuring a seamless booking process.

Communicate valuable customer feedback to leadership teams to support service improvements.

Collaborate effectively within the team, providing assistance to colleagues and maintaining a positive, results-oriented environment.

Support other markets by managing cross-market calls when required, ensuring consistent conversion standards.

Handle customer complaints professionally, resolving issues efficiently while preserving customer satisfaction.

Perform additional duties as assigned by the Team Leader.

Requirements

Fluency in Italian (C2) and English (C1), both spoken and written.

Strong background in sales and/or customer service, ideally in a call center or tourism-related environment.

Advanced communication and interpersonal skills, with the ability to build trust and rapport quickly.

Confident user of Microsoft Office tools (Word, Excel) and capable of typing at least 25 words per minute.

Team-oriented mindset and the resilience to perform well in a fast-paced setting.

Working Schedule

Operating hours: Monday to Sunday, between 07:00 and 19:00 (rotational shifts ranging from 4 to 12 hours).

Compensation and Progression

Hourly Salary Progression (including COLA 2023):

1st Month (Training & Practice): 5.60/hour

From 2nd Month: 7.61/hour

From 7th Month: 7.87/hour

After 12 Months (Performance-Based): 8.34/hour

Additional Pay:

Language Allowance (Italian): 1,020 annually, paid monthly.

KPI/Performance Bonus: Up to 2,000 annually, applicable after 6 months based on results.

Total potential annual performance-based bonus: Up to 2,0002,500 on top of the base salary.

Benefits

Comprehensive training program prior to operational start.

Basic health insurance (eligible after 6 months).

Career growth opportunities within an international environment.

Mobile and gym membership schemes included.

On-site canteen offering affordable healthy meals.

Monthly company events fostering team engagement.

Free parking and exclusive staff discounts at more than 50 local businesses.

Relocation assistance discussed individually during interviews.

Assessment Process

All tests and assessments will be conducted in English