Qualifications
What We’re Looking ForWe seek proactive individuals who are fast-paced builders, think broadly, and are passionate about creating a lasting impact.Your profile should include:
• A degree in Business, Tourism, or a related field (Bac +2 to Bac +4).
• Demonstrated experience in customer service, operations, or coordination, or a robust ability to learn quickly in a fast-paced environment.
• Strong familiarity with CRM systems, back-office tools, and the Microsoft Office suite.
• Exceptional written and verbal communication skills, with complete fluency in French and English; proficiency in another European language (German, Italian, or Spanish) is a significant advantage.
• Strong problem-solving and decision-making skills, with a calm and structured approach to changing situations.
• Analytical and detail-oriented mindset focused on delivering high-quality service and continuous improvement.
• Organized, proactive, and collaborative—enjoy working as part of a team and know how to set priorities effectively.
About the job
Your Mission
As a Customer Service Performance Specialist, you will significantly influence the quality of our Members' journeys—from their initial inquiries before departure to assistance during their trips and support after booking. Collaborating closely with our Customer Service Manager, international call center teams, and internal stakeholders (including Operations, Supply, and Quality teams), your goal will be to ensure that every interaction reflects our commitment to high satisfaction and efficiency.
Your primary responsibilities will encompass:
• Lead and coordinate customer service activities such as pre-departure information, trip modifications, on-trip support, and cancellations to ensure a seamless and high-quality experience for our Members.
• Serve as the main point of contact for escalated issues, guaranteeing prompt, fair, and customer-focused resolutions.
• Coach, train, and motivate a diverse team of international agents (English, Italian, Spanish, German) to enhance their skills, performance, and product knowledge.
• Monitor and evaluate operational KPIs—including DPH, QS, Backlog, NPS, DMT—to pinpoint areas for improvement and implement clear, data-driven action plans.
• Collaborate with internal teams to communicate field feedback, refine processes, and elevate both customer and agent experiences.
• Champion continuous improvement initiatives by challenging existing workflows, sharing best practices, and contributing to the development of tools and procedures that bolster efficiency and service quality.
About Voyage Privé
About Voyage PrivéFounded in France in 2006, Voyage Privé has evolved from a promising startup into Europe’s premier travel tech platform. With operations spanning nine markets and attracting tens of millions of users, we are more than just another e-commerce success; we are a technological powerhouse redefining the online travel landscape.What sets us apart? Our mission-driven culture where performance aligns with impact. Our innovative campus fosters collaboration among tech talent, professional athletes, students, and artists, cultivating an ecosystem where digital innovation propels both business growth and meaningful change.We are currently at a pivotal moment, enhancing our entire technical infrastructure with cloud architecture, AI, and real-time systems, aspiring to become the benchmark for luxury travel that travelers trust for exceptional offers and experiences while being recognized by our partners as a top-tier business development ally.