Service Centre Advisor

7 months ago

Cape Town, South Africa Collinson Full time

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**Purpose of the job**
The Service Centre Advisor (SCA) is the first point of contact for colleagues across the Collinson Group who may be experiencing an issue, or who have a request. They may also handle reported issues relating to Collinson’s products and services from Collinson Colleagues or some of Collinson’s clients or customers.

Working in a 247 service desk and in accordance with variable shift patterns, the SCA owns the relationship with the person reporting the issue or making the request and is responsible for contacting other resolving teams wherever additional resolution support is required.

The SCA is responsible for ensuring that all tickets are actioned and resolved within their set SLA, escalating as appropriate wherever required.
The SCA ensures that all the required information is gathered and accurately documented on tickets to aid the speedy resolution of an Incident, Major Incident, or fulfilment of a Request.

**Key Responsibilities**
**Call reception and ticket reception**
Answers Calls and Chats professionally with a focus on accurate data capture and excellent customer service
Ensures that the information gathered is accurate and clearly documented
Assesses the Impact and Urgency of a ticket with the customer to ensure the correct priority is set for every ticket logged
Uses all available knowledge support and tool support to allocate tickets correctly first time, every time to drive efficient and rapid ticket resolution targets
Contacts other resolving teams to make sure that tickets are actioned promptly
Builds great relationships with other resolving teams to help ensure all tickets can be resolved speedily, and additional data capture is actioned promptly to support resolution
**SLA Management**
Identifies tickets that meet the Critical Incident threshold and follows the correct escalation procedures to ensure the ticket gets into the Major Incident process promptly
Works collaboratively and effectively to help ensure that all tickets are managed in line with the set SLA Jeopardy Management
Ticket is managed in line with the jeopardy management process

**Escalation Management**
Ticket is escalated appropriately in line with the escalation process
Provide 1st line escalation to customers and service managers
Provide 1st line escalation into resolver groups
Responsible for advising Service Centre Supervisor of any missing information in the knowledge database

**Communication**
Owns the Customer Communication relationship throughout the full lifecycle of the ticket
Regularly updates the Customer with clear and meaningful updates
Ensures that the updates documented on the ticket are of the highest standards, and all updates are meaningful and clear
Follows all documented Knowledge and Process to ensure that relevant key internal contacts are advised whenever appropriate or required
Incident Management
Resolves all tickets within scope
Owns the flow of communication throughout the full lifecycle of the ticket, providing timely, clear, and appropriate updates to the customer, and providing a conduit between the customer and other resolving teams that may be supporting the resolution of the ticket
Ensures that the communications to all stakeholders are accurate, relevant, and

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