Customer Service Coordinator

About Voyage Privé

Founded in France in 2006, Voyage Privé has evolved into Europe's premier travel tech platform, operating across 9 markets with tens of millions of users. We are more than just an e-commerce success; we are a tech powerhouse transforming online travel. Our unique, mission-driven culture fosters performance and impact, bringing together diverse talents on an innovative campus. We are currently upgrading our technical foundation with cloud architecture, AI, and real-time systems to become a leading luxury travel platform, recognized for excellent offers, customer experience, and as a high-performance business development partner for providers.

Your Mission

As a Customer Service Coordinator, you will play a pivotal role 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, international call center teams, and internal stakeholders (Operations, Supply, and Quality) to ensure every interaction meets the highest standards of satisfaction and efficiency.

Key Responsibilities:

• Lead and coordinate specific customer service activities (e.g., pre-departure information, trip modifications, on-trip support, 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-oriented 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) such as DPH, QS, Backlog, NPS, and DMT to identify areas for improvement and implement data-driven action plans.
• Partner 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 boost efficiency and service quality.

What We’re Looking For

We seek proactive individuals who are builders, think big, and are driven to create lasting impact.

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 aptitude for rapid learning 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 significant advantage.
• Strong problem-solving and decision-making abilities, with a calm and structured approach to dynamic situations.
• Analytical and detail-oriented mindset focused on delivering quality service and continuous improvement.
• Organized, proactive, and collaborative team player with effective prioritization skills.
• Curious, open-minded, and perseverant, with a genuine passion for assisting customers and improving their experience.

Additional Information

• Location: Aix en Provence, France
• Contract Type: Full-time, Fixed-term (12 months)
• Start Date: As soon as possible

Why You'll Love Joining Us:

• Work from our exceptional campus in the South of France, an environment that is natural, cultural, and digital, designed with eco-responsibility in mind.
• Enjoy a hybrid work model offering flexibility, with 3 mandatory on-site days per week and 4 fully remote weeks per year.
• Contribute to a unique ecosystem that bridges business, sports, education, and social impact through various initiatives.
• Benefit from a large on-site fitness center and a private padel court.
• Experience a vibrant company culture with regular events, team activities, and exclusive perks like free tickets to Provence Rugby home matches.
• Take advantage of your passion for travel with up to 20% off exclusive getaway offers.

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