As part of the Customer Care teams, you will be in charge of the following missions :

Manager after sales activities with our client.

• Define and deploy after-sales strategy,
• Follow KPIs and forecast
• Monitor performance of the outsourcing : QS, NPS, mistakes, quality monitorings, processing times…

Optimize our processes in order to offer the best quality of service

• Reduce the level of entry calls
• Increase customer satisfaction and repeat
• Train the customer service agents

Keep a watch on legal or regulatory change

• Relevant experience in customer service, you have ideally already trained and coached outsourced teams in call centers. An experience in travel industry is a strong plus
• Excellent oral/written communication skills
• Passion about customer care and client success
• Stress tolerance
• English fluent mandatory – a second language would be a plus