Coordinateur·rice Service Client / Analyse Performance (m/f/d)

Voyage Privé; Aix-en-Provence; Hybride; EUR 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Fitness center

Travel discounts

Company events

Rugby tickets

Campus culture

Résumé du poste

Voyage Privé is hiring a Customer Service Coordinator in Aix-en-Provence. You will lead a customer service activity, coordinate escalations, and coach a multi-language team of agents to deliver high-quality support. You’ll monitor KPIs and collaborate with Operations, Supply, and Quality to optimize processes.

The role requires fluency in French and English, a related degree, and strong CRM/Office skills. 3 days on-site per week in a hybrid setup offers a dynamic, performance-driven environment.

Qualifications

• Minimum degree in Business, Tourism, or related field (Bac +2 to Bac +4).
• Proven experience in customer service, operations, or coordination.
• Strong CRM and back-office tools proficiency; Microsoft Office skills.
• Fluency in French and English; additional European language a plus.
• Excellent communication and problem-solving abilities.
• Analytical mindset with attention to detail.

Responsabilités

• Lead and coordinate one customer service activity to ensure high-quality experience.
• Serve as main contact for escalated cases with quick resolutions.
• Coach and train a team of international agents (EN/IT/ES/DE) to raise performance.
• Monitor KPIs (DPH, QS, Backlog, NPS, DMT) and plan improvements.
• Partner with internal teams to relay feedback and improve processes.
• Drive continuous improvement of workflows and tools.

Connaissances

Customer service experience

Operations coordination

CRM tools

MS Office

Fluency in FR and EN

Analytical mindset

Organized and proactive

Team collaboration

Formation

Business/Tourism degree (Bac+2 to Bac+4)

Outils

CRM software

Back-office tools

Microsoft Office

Description du poste

About Voyage Privé

Founded in France in 2006, Voyage Privé has grown from an ambitious startup into Europe’s leading travel tech platform. Operating across 9 markets with tens of millions of users, we are not just another e-commerce success story – we are a tech powerhouse redefining online luxury travel.

Our culture is mission-driven, blending performance with impact. Our innovative campus brings together tech talent, professional athletes, students, and artists, fostering an ecosystem where digital innovation fuels business growth and meaningful change.

We are now entering a new phase, upgrading our technical foundation with cloud architecture, AI, and real-time systems to become a top-of-mind platform for luxury travelers and a trusted high-performance partner for providers.

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.

Key Responsibilities

• 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.

Who You Are

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

Practical Info

Location : Aix-en-Provence, France
Start date : The sooner, the better
Contract : Full-time / Permanent
Hybrid model : 3 days on-site per week

You’ll Love Joining Us

• On-site fitness center + padel courts
• Up to 20% off our exclusive travel offers
• Company events, Annual Convention, Carnival…
• Free tickets to every Provence Rugby home match
• A unique campus connecting business, sport, education & social impact

Join us and make your next career move a journey worth taking.