Customer Service Performance Specialist Chargé(e) Pilotage Performance FH

Your Mission

As a Customer Service Coordinator youll play a key role in shaping the quality of our Members experience - from pre-departure inquiries to on-trip assistance and post-booking support.
Youll 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 Were Looking For 

Were 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. 

Heres what you can expect: 

1. Call with a Talent Acquisition Partner (3045 min): Get to know each other! Well 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.
3. Lead Manager Interview (60 min): Meet your future lead manager to deep dive into your experience missions and ways of working.
4. Customer Service Manager Interview (60 min): Meet your future Customer Service Manager to dive deeper into your background the roles challenges and how youll collaborate together.
5. 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 

Youll 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 Privés 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.

Remote Work :

No

Employment Type :

Full-time