Rosotravel – We create outstanding memories!

Can you maintain a 97% customer satisfaction rate across 100+ cities worldwide?

Honestly, it’s tough because you can’t predict everything in travel. A local driver gets stuck in traffic, sudden roadworks block the meeting point and guests can't find their guide – it happens. We don't need someone who panics or waits for permission to act. We need someone who just stays calm, makes a quick decision, and fixes the issue on the spot.

About us:

Since 2017, we have been creating outstanding memories for travelers worldwide. Our footprint spans Europe, the Americas, Asia, Australia, and Africa, with a strong network of local partners. Having welcomed over 400,000 clients, we know that success lies in the details. We operate 100% remotely, valuing expertise over presence.

Role Overview:

As a Senior Specialist, Tours Operations, you will ensure our global tours run flawlessly. This high-ownership role is designed for a mature professional who excels at managing priorities independently and making swift, autonomous decisions during operational crises.

While overseeing end-to-end logistics with international clients and partners, you will also look at the bigger picture. We count on your senior expertise to analyze KPIs, design new procedures and lead cross-functional projects.

If you are a proactive problem-solver who thrives under tight deadlines, this role is for you!

Your Responsibilities:

- Operational Planning & Supplier Management: Plan long-term schedules for guides and transport across multiple dates; select and evaluate suppliers to balance high quality with cost optimization, ensuring compliance, and managing payments when needed.
- Crisis Management & Emergency Response: Act as the first point of contact for emergencies (including on-call phone duties); independently handle complex incidents and make swift, autonomous decisions to protect customer experience.
- Client Negotiations:



Directly negotiate alternative solutions with clients to resolve critical issues, secure overall trip delivery, and prevent negative reviews.
- Process Optimization & Data Analysis: Analyze customer and partner feedback to drive product quality; identify systemic bottlenecks and fully execute process improvement projects.
- Team Support: Serve as the go-to resource for the team on complex cases; design and deliver training on operational standards and crisis management.
- Performance Monitoring: Track KPIs and implement corrective actions as requested by management.
- Cross-Department Collaboration & Reporting: Partner with Sales, Product, and Customer Support teams to ensure seamless tour delivery; proactively report operational issues to the Manager alongside proposed solutions.

Required Skills and Experience:

- At least 5 years of experience in B2C customer service operations – back-office and process-driven roles.
- Experience working within companies and with clients across Europe and/or North America.
- Experience working with external partners or vendors: Ability to coordinate with third-party suppliers, manage operational relationships, and negotiate practical solutions to ensure smooth service delivery.
- Exceptional independence and priority management: Proven ability to manage your own workload, make quick, high-stakes decisions autonomously, and take full ownership of tasks.
- Experience working with customer service KPIs and performance metrics (e.g. CSAT, claims, sales): Ability to monitor results, identify trends, and proactively implement improvements based on data.
- Analytical thinking & problem-solving:



Experience to move from identifying process bottlenecks or data trends to implementing end-to-end solutions/improvements.
- Fluency in English (C1 level) in both spoken and written communication (essential for international client and partner relations).
- Digital Toolbelt: Practical knowledge of Google Workspace and project management tools (e.g., ClickUp).
- Excellent communication and mentoring skills: Ability to share knowledge, train others, or create onboarding materials.
- Resilience and composure: Ability to work efficiently under time pressure and handle crisis situations smoothly.

Nice to have:

- Experience in e-commerce (across both services and retail), with direct exposure to B2C customer operations.
- Experience in the travel and tourism industry, with a solid understanding of customer needs, booking processes, and day-to-day operations within the sector.
- Hands-on experience with CRM systems (e.g., Zoho).

Availability and tools:

- Fast and stable internet connection and reliable equipment for work from home.
- Availability to work shifts between 8:00 AM– 4:00 PM, 4:00 PM–12:00 AM and 2:30 AM–10:30 AM CET/CEST, from Monday to Friday plus at least two weekends per month and public holidays.
- Own mobile phone with a SIM card; costs will be reimbursed with the first monthly salary payment.

We offer:

- Remote work,
- Paid time off (20 vacation days per calendar year),
- Discounts on Rosotravel tours,
- Professional development in a rapidly growing company.

Recruitment process:

- Meeting with HR
- Live Recruitment Assignment
- Meeting with the Manager

Benefits:

- Paid time off
- Work from home

Application Question(s):

- What are your salary expectations (INR/month)?

Experience:

- customer service (B2C): 5 years (Required)
- within companies/with clients across Europe or North America: 1 year (Required)
- travel industry: 1 year (Preferred)

Work Location: Remote

📌 Senior Specialist, Tours Operations (India)
🏢 Rosotravel
📍 India