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.

