Customer Service Advisor

Collinson is the global privatelyowned 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 marketleading airport experiences loyalty and customer engagement and insurance solutions for over 400 million consumers.


Collinson is the operator of Priority Pass the worlds original and leading airport experiences programme. Travellers can access a network of 1500 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 worlds leading payment networks over 1400 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 1800 global colleagues.

Job Description:

Taking inbound calls in a professional manner; handling and overcoming objections in a professional and effective manner; adhering to targets; taking inbound calls from an international customer base; handling both internal and external email correspondence to and from clients in line with quality standards; working towards resolution time periods quality standards and targets.

Targets (weekly/monthly and incentive attached to this)

• Reaching call resolution timeously
• Reaching targets on a daily weekly and monthly basis
• Adherence to schedule
• Meeting quality assurance selected targets
• Meeting all agreed KPIs
• Develop excellent relationships with all stakeholders

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

(05:0014:00; 08:0017:00; 10:0019:00; 12:00 21:00; 14:0023:00; 15:0000:00; 17:0002:00; 19:0004:00; 20:0005:00 (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:

• 23 years call centre experience in a customer service environment
• Fluent in speaking German language
• International contact centre experience recommended
• Experience with working to targets
• Familiarity with call centre culture/environment

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 ongoing 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.

In your application please feel free to note which pronouns you use (For example she/her/hers he/him/his they/them/theirs etc).

If you need any extra support throughout the interview process then please email us at

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.