Customer Service Advisor

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

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 global colleagues.

**Purpose of the Job**

**Targets** (weekly/monthly and incentive)
- Reaching call resolution timeously
- Reaching targets on a daily, weekly and monthly basis
- Adherence to schedule
- Meeting quality assurance selected targets
- Meeting all agreed KPI's
- Develop excellent relationships with all stakeholders

**Days of work**:Mon to Sun 24/7 (rotational roster, varied shifts - see below )

(05:00-14:00; 06:00-15:00; 10:00-19:00; 11:00 - 20:00; 20:00-05:00; 21:00-06:00; (Shift do change due to daylight saving for the UK and USA)

**Special arrangements**:Working SA Public holidays

**What is most challenging about the role**:The agent needs to manage and prioritize high workload, call volumes and attend regular training on amendments to products, policies and procedures. Lifestyle Benefits is a VIP client and high standards of work are an expectation.

**Requirements**:

- Fluent in Speaking, Writing and Reading German
- Dealing with clients telephonically - above average telephonic communication skill
- Ability and willingness to work weekends and shifts as and when required
- Proven exposure to flexibility and easily adaptable to pressurized environments and change
- Proven customer service orientation and problem-solving ability in previous roles/career
- Must have applied foreign language in a corporate environment
- Ability to multitask

**Nice to haves**:

- Experience with working to targets
- Familiarity with call centre culture/environment
- Exposure to travel, either work related or extensive personal travel
- Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success._
- We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients._

We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.