Customer Service Performance Specialist (mfd)

Voyage Privé; Aix-en-Provence; Hybride; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading vacation platform in Aix-en-Provence is searching for a Customer Service Coordinator to enhance Member experience. The ideal candidate will coordinate customer service activities, act as a point of contact for escalated issues, and coach an international team. Fluency in French and English is required, with an analytical mindset to drive continuous improvement. The company promotes a hybrid working model with strong employee benefits, including fitness options and travel discounts.

Prestations

Exclusive travel discounts (up to 20% off)

Onsite fitness centre

Paddle court

Qualifications

• Proven experience in customer service operations or coordination.
• Excellent written and verbal communication in French and English.
• Strong problem-solving and decision-making abilities.

Responsabilités

• Lead and coordinate customer service activities for Member satisfaction.
• Act as the main point of contact for escalated cases.
• Coach and engage a team of international agents.

Connaissances

Customer service operations

CRM back-office tools

Fluency in French and English

Communication skills

Analytical mindset

Problem-solving skills

Formation

Degree in Business Tourism or related field

Outils

Microsoft Office suite

Description du poste

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

• 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, Back‑Log, 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.

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 is fast, transparent and human.

Recruitment Process

1. Call with a Talent Acquisition Partner (30–45 min): Get to know each other – we share more about the role, the team and our culture.
2. 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.
3. Customer Service Manager Interview (60 min): Meet your future Customer Service Manager to dive deeper into your background, the role’s challenges adminsand how you’ll collaborate together.
4. 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:.tim 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.

We offer a hybrid model for all positions: 3 mandatory on‑site days per week plus 4 fully remote weeks per year.

Plot into a unique ecosystem that connects business, sports, education and social impact through projects like Ecole des XV Provence Rugby, VP Green, Les Tremplins and Chez Pierre.

Enjoy our onsite fitness centre, paddle court and exclusive travel discounts (up to 20% off).

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

Remote Work

No

Employment Type

Full‑time