Sales at Incoming Tour Operator for Adventure Travel

We're an incoming tour operator that creates award-winning, human-powered outdoor adventures and is on a mission to become the North Star of responsible tourism in Albania.

We're looking for someone to support our guests from the start of their intention to travel to the Balkans, through the selection of a suitable trip and preparation for it, during the time spent in the destination and thereafter sharing the experience - all with the goal to create top-notch customer experiences.

An advanced candidate may start in post-sale support, but assume further sales, marketing and content tasks after a brief familiarization period, while someone with less experience should demonstrate an interest in growing into advanced functions over time.

The gross salary for this position ranges from 87,000 ALL to 127,000 ALL per month. In addition, there is an annual company performance-based bonus, which is not guaranteed; however, over the past three years, it has typically ranged between 40% and 50% of the total annual salary.

• Low: Ideally, you have at least some job experience in sales, support, marketing, or tourism, especially in an English-speaking environment or with international clients. That said, we also welcome motivated newcomers who have a strong love for travel and the outdoors and a genuine desire to learn the sales role.
• Mid: You have at least two years of experience in content creation, social media management, copywriting and/or SEO, or are already familiar with the sales/management of tourism products to Albania and the Balkans. Ideally, you can provide references supporting this.
• High: You can share showcases of the successful planning and implementation of digital marketing strategies or have significant product management experience in the tourism sector, enabling you not only to work independently but also to instruct others.

You will spend most of your time communicating with our guests and some time coordinating with the rest of the team. Related sales and customer service experience is a bonus and moves you up the salary range. The role involves both structured operational tasks and proactive support to ensure an exceptional guest experience.

Sales:

• Respond promptly to booking inquiries, providing an overview of the tours with key details, making suggestions based on guests' preferences, and providing clear answers to their questions.
• Assist guests with their booking, payment, and sign-up process patiently and professionally, ensuring all necessary information and payments are received.
• Record tour details accurately (dates, rooming, additional services, special requests) in the system and issue invoices.
• Follow up with potential clients still in the planning stage to support their decision-making.

Maintain records of clients who have postponed trips and follow up with them in the following season.

Pre-trip:

• Provide guidance and answer questions to help guests prepare for their trip.
• Monitor and follow up on missing travel information or logistics (travel documents, arrival/departure details, etc.).

During the trip:

• Stay in touch with guests and respond appropriately to delays, complaints, or unforeseen events (lost luggage, flight delays, itinerary changes, extreme weather, etc.).
• Coordinate with back office, tour guides, and other staff to ensure a smooth experience.
• Provide empathetic, proactive support to maintain a positive guest experience.

Post-trip:

• Collect and respond to guest feedback, ensuring all relevant information is logged in the system.
• Monitor overall customer satisfaction and address issues to continuously improve the guest experience.

Internal / Operational Tasks

• Update departure dates, prices, and availability on OTA platforms before and throughout the travel season.
• Onboard new tours on OTA platforms, ensuring content accuracy and consistency.
• Assist independent travelers booking permit services through the company.
• Prepare GPS tracks for self-guided tours and collect/organize data.
• Coordinate with internal teams to ensure smooth operational processes and alignment with guest expectations.

Advanced opportunities (after familiarization period):

• Participate in B2B outreach, attend physical and online events, and support complex booking requests.
• Assist with marketing initiatives, including copywriting, SEO, and digital campaigns to improve lead generation and conversion rates.
• Support product management, including the creation of new tours, improvement of existing ones, annual portfolio maintenance, and performance reporting.

1. Communication & Customer Service

• Excellent written and verbal communication skills in English (additional languages are an advantage, including German).
• Strong interpersonal skills with a friendly, professional, and solution-oriented attitude.
• Ability to handle client inquiries, concerns, and complaints with patience, empathy, and confidence.
• Experience managing communication across multiple channels (email, phone, chat).
• Passion for travel, outdoor activities, and sustainability, or at least a strong understanding of what motivates guests.

2. Sales & Relationship Management

• Customer-focused mindset with the ability to understand and respond to client needs.
• Experience in sales or client relationship roles, ideally within travel, hospitality, or tourism.
• Ability to follow up on leads, nurture client relationships, and close bookings effectively.
• Attention to detail in managing booking information, payments, and client preferences.
• Motivation to grow professionally and take on advanced sales and marketing-related responsibilities over time.

3. Organizational & Administrative Skills

• Strong organizational and multitasking abilities to manage multiple clients and tasks simultaneously.
• Excellent record-keeping, data management, and systematization skills.
• Proactive in following up on missing information, pending tasks, and seasonal workload requirements.
• Reliable, disciplined, and capable of meeting deadlines under pressure, especially during high season.
• Ability to prioritize effectively and manage workload independently while collaborating with a self-organized team.

4. Technical & Digital Skills

• Comfortable using CRM systems and document management tools.
• Open to learning and using new digital tools to improve productivity and guest experience.

5. Problem-Solving & Adaptability

• Ability to think quickly, adapt, and act appropriately in case of unforeseen events or client issues (e.g., lost luggage, flight delays, itinerary changes).
• Flexible and resilient, thriving on change, and comfortable handling last-minute requests.
• Self-starter with a strong sense of responsibility, ownership, and accountability for client satisfaction.
• Willingness to get involved in tasks outside your direct remit as required in a fast-growing business.

6. Long-Term Perspective & Attitude

• Intent to work with the company for at least two years.
• Excited by the mission and activities of the company, showing enthusiasm for learning, growth, and contribution.
• Enjoys working in a collaborative, adventurous, and self-driven environment.

We're building a small team of passionate and ambitious people and invite you to be part of it.

• Annual performance-based bonus: reflecting company success.
• 4 weeks paid leave plus additional public holidays.
• Mon–Fri schedule (occasional Sat during peak periods, additionally compensated).
• Flexible workday: typically 8 hours, including a one-hour lunch break, meaning 7 hours of actual work, with some flexibility in start/end times.
• Professional growth opportunities: support for training, workshops, and mentorship to help you develop your skills and career.
• Career advancement: high performers may take ownership of new projects, lead initiatives, and fast-track into senior roles.
• Exposure to our product: participate in FAM trips to experience our tours firsthand and contribute directly to product development.
• Flexible and supportive environment: flat hierarchy, autonomy to propose and implement ideas, and direct access to leadership.
• Team culture & experiences: We organise 2–3 company-paid team trips each year, open to anyone who wants to join, plus a €300 wellness budget for the gym or activities you enjoy.
• Meaningful impact: work that directly supports rural communities, family-run businesses, and sustainable tourism development in Albania.

Good to know

• Start date: Ideally, within February.
• Location: On-site, in central Tirana.
• Application process:
• You will receive an invitation to an online assessment.
• Based on the outcomes, we may invite you to an interview in our office in Tirana. Let us know if you cannot attend in person and prefer to do so remotely.
• Interviews will take place in the second half of January 2026.