Customer Service Performance Specialist (m/f/d)

🎯 Your Mission

As a Customer Service Coordinator, you’ll play a key role in shaping the quality of our Members’ experience - from pre-departure inquiries to on-trip assistance and post-booking support.
You’ll 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.