Customer Service Performance Specialist (m/f/d)

Voyage Privé; Aix-en-Provence; Hybride; EUR 30 000 - 45 000; Plein temps

Avantages offerts par ce poste

Large on-site fitness center

Up to 20% off exclusive getaway offers

Team activities opportunities

Résumé du poste

Voyage Privé, located in Aix-en-Provence, is seeking a Customer Service Coordinator to enhance member experiences before, during, and after trips. Responsibilities include leading customer service activities, coaching a team of international agents, and driving continuous improvements. The ideal candidate will have a degree in Business or Tourism, proven customer service experience, and be fluent in French and English, with additional languages preferred. This full-time position offers a hybrid work model and various benefits including fitness center access.

Qualifications

• Proven experience in customer service, operations, or coordination.
• Fluency in French and English; another European language is a strong plus.
• Strong ability to learn fast in a dynamic environment.

Responsabilités

• Lead and coordinate customer service activities for a high-quality member experience.
• Act as the main point of contact for escalated cases.
• Monitor and analyze operational KPIs to identify improvement areas.
• Collaborate with internal teams to improve processes.

Connaissances

Problem-solving

Decision-making

Communication

Analytical mindset

Organizational skills

Teamwork

Proactiveness

Formation

Degree in Business, Tourism, or related field (Bac +2 to Bac +4)

Outils

CRM systems

Microsoft Office suite

Description du poste

About Voyage Privé

Born in France in 2006, Voyage Privé has grown from an ambitious startup into the Europe’s leading travel tech platform. Operating across nine markets with tens of millions of users, we are a tech powerhouse revolutionizing online travel. Our mission‑driven culture brings together tech talent, professional athletes, students, and artists to create an ecosystem where digital innovation drives both business growth and positive change.

We are upgrading our technical foundation with cloud architecture, AI, and real‑time systems to become a reference and top‑of‑mind platform for luxury travel, known for its excellent offer and customer experience.

Job Description

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 the 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.

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 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

We’re looking for builders who move fast, think big, and care deeply about creating impact that lasts.

• 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.

Recruitment Process

• Call with a Talent Acquisition Partner (30–45 min): Get to know each other and 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 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

Location: Aix en Provence, France

Start Date: The sooner, the better

Contract Type: Full‑time / Permanent

You’ll Love Joining Us

Our headquarters in the South of France offers an exceptional environment – natural, cultural, and digital – on a modern and eco‑responsible campus. We offer a hybrid model for all other positions with three mandatory on‑site days per week and four fully remote weeks per year. We provide a large on‑site fitness center, opportunities for team activities, and flexible travel benefits, including up to 20% off exclusive getaway offers. Join us and make your next career move a journey worth taking.