Customer Service Performance Specialist

• 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

• 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
• 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

Another European language (German, Italian, or Spanish) is a strong plus

• Hybrid model with 3 mandatory on-site days per week plus 4 fully remote weeks per year
• Access to large on-site fitness center
• Private padel court
• Company events (Company Breaks, Carnival, Annual Convention, meetups and talks)
• Free tickets to every Provence Rugby home match and live music nights at the Dalida Institute
• Up to 20% off exclusive getaway offers