Customer Service Coordinator / Analyse Perfomance Service Client – CDD (m/f/d)

About Voyage Privé

Voyage Privé, founded in France in 2006, has evolved into Europe's premier travel tech platform. With operations across 9 markets and millions of users, we are a tech-driven company revolutionizing online travel. Our mission-driven culture blends performance with impact, fostering an ecosystem where digital innovation drives business growth and positive change. We are currently upgrading our technical foundation with cloud architecture, AI, and real-time systems to become a leading luxury travel platform, recognized for exceptional offers, customer experience, and high-performance business development partnerships.

About the Role

As a Customer Service Coordinator, you will be instrumental in shaping the quality of our Members' experience, from initial inquiries through to post-booking support. You will collaborate 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.

Key Responsibilities

• Lead and coordinate customer service activities, such as pre-departure information, trip modifications, on-trip support, or cancellations, to ensure a seamless and high-quality Member experience.
• Serve as the primary point of contact for escalated cases, ensuring prompt, fair, and customer-centric resolutions.
• Coach, train, and engage a team of international agents (English, Italian, Spanish, German) to enhance their skills, performance, and product knowledge.
• Monitor and analyze operational Key Performance Indicators (KPIs) including DPH, QS, Backlog, NPS, and DMT to identify areas for improvement and implement data-driven action plans.
• Collaborate with internal teams to relay feedback from the field, improve processes, and enhance both customer and agent experiences.
• 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.

Requirements

• Degree in Business, Tourism, or a related field (Bac +2 to Bac +4).
• Proven experience in customer service, operations, or coordination, or a demonstrated ability to learn quickly 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. Proficiency in another European language (German, Italian, or Spanish) is a strong advantage.
• Strong problem-solving and decision-making abilities, with a calm and structured approach to managing change.
• An analytical and detail-oriented mindset, focused on delivering quality service and continuous improvement.
• Organized, proactive, and collaborative, with the ability to prioritize effectively within a team setting.
• Curious, open-minded, and perseverant, with a genuine passion for customer satisfaction and process enhancement.

What We Offer

• A 12-month fixed-term contract.
• An exceptional work environment at our HQ in Aix en Provence, France, located on a modern and eco-responsible campus.
• Access to a large on-site fitness center and a private padel court.
• Opportunities to participate in company events, team-building activities, and social gatherings.
• Discounts on Voyage Privé getaway offers.
• The chance to be part of a unique ecosystem that connects business, sports, education, and social impact.