Customer Service Performance Specialist H/F

Your Mission As a Customer Service Coordinator, you'll play a key role in shaping the quality of our Members' experience - from pre-departure inquiries to on-trip assistance and post-booking support. You'll work closely with our Customer Service Manager, external international call center teams, and internal stakeholders (Operations, Supply, and Quality teams) to ensure every interaction meets the highest standards of satisfaction and efficiency. Your key responsibilities will include: - Lead and coordinate one of our customer service activities (information before departure, trip modifications, on-trip support, or cancellations) to guarantee a smooth and high-quality experience for our Members. - Act as the main point of contact for escalated cases, ensuring quick, fair, and customer-oriented resolutions. - Coach, train, and engage a team of several dozen international agents (English, Italian, Spanish, German) to strengthen their skills, performance, and product knowledge. - Monitor and analyze operational KPIs - DPH, QS, Backlog, NPS, DMT - to identify improvement areas and deploy clear, data-driven action plans. - Partner with internal teams to relay field feedback, improve processes, and enhance both customer and agent experience. - Drive continuous improvement initiatives by challenging existing workflows, sharing best practices, and contributing to the development of tools and procedures that support efficiency and service quality.Qualifications What We're Looking For We're looking for builders who move fast, think big, and care deeply about creating impact that lasts. Your profile: - Degree in Business, Tourism, or a related field (Bac +2 to Bac +4). - Proven experience in customer service, operations, or coordination - or a strong ability to learn fast in a dynamic environment. - Solid understanding of CRM, back-office tools, and the Microsoft Office suite. - Excellent written and verbal communication skills, with full fluency in French and English; another European language (German, Italian, or Spanish) is a strong plus. - Strong problem-solving and decision-making abilities, with a calm and structured approach to changing situations. - Analytical and detail-oriented mindset, focused on delivering quality service and continuous improvement. - Organized, proactive, and collaborative - you love working as part of a team and know how to set priorities effectively. - Curious, open-minded, and perseverant, with a genuine passion for helping customers and making things better every day. Additional Information Our Recruitment Process We believe in a fast, transparent, and human recruitment process. Here's what you can expect: - Call with a Talent Acquisition Partner (30-45 min): Get to know each other We'll share more about the role, the team, and our culture. - Business Case: A practical exercise to showcase your analytical mindset, and strategic thinking on operations topics. - Lead Manager Interview (60 min): Meet your future lead manager to deep dive into your experience, missions, and ways of working. - Customer Service Manager Interview (60 min): Meet your future Customer Service Manager to dive deeper into your background, the role's challenges, and how you'll collaborate together. - Chief Operations Officer Interview (60 min): Meet your future C-Level member to align on expectations, culture, and long-term impact. Location : Aix en Provence, France Start Date : The sooner, the better Contract Type : Full-time / Permanent You'll Love Joining Us Our HQ in the South of France offers an exceptional environment - natural, cultural, and digital - on a modern and eco-responsible campus. Prefer flexibility ? We offer a hybrid model for all other positions with 3 mandatory on-site days per week plus 4 fully remote weeks per year. Put meaning back into your work and join a unique ecosystem that connects worlds often far apart: business, sports, education, and social impact, through projects like Ecole des XV, Provence Rugby, VP Green, Les Tremplins, and Chez Pierre. Forget your gym subscription Access our large on-site fitness center morning, noon, and night - or challenge your colleagues to a padel match on our private court. Live to the rhythm of Voyage Privé's signature mix of business and fun: Company Breaks, Carnival, Annual Convention, meetups and talks plus free tickets to every Provence Rugby home match and live music nights at the Dalida Institute. And because travel is in our DNA : enjoy up to 20% off our exclusive getaway offers. Join us and make your next career move a journey worth taking.