Description : Customer Service Advisor. Company : Collinson. Location : Milnerton, Western Cape 7446

Brief description of the client:

Collinson Travel Experiences is a world leader in products for frequent and discerning travellers with a powerful portfolio of brands. Priority Travel Group brands include Priority Pass, the world’s leading independent airport VIP lounge programme, and the International Airline Passengers Association, which has been providing services and savings for frequent flyers since the 1960s.

Priority Travel Group is a market-leader within the leisure and business travel sectors and includes the well-established products: Priority Pass, Lounge Pass, etc.

The Role:

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 KPI`s
• Develop excellent relationships with all stakeholders

Experience and skills required:

Not negotiable: Ideal candidates must have experience in the following:

• Dealing with clients telephonically – above average telephonic communication skills

• Experience in a call centre/customer focused environment
• 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

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

05:00–14:00; 08:00–17:00; 10:00–19:00; 12:00 – 21:00; 14:00–23:00; 15:00–00:00; 17:00–02:00; 19:00-04:00; 20:00-05:00 (Shift do change due to daylight saving for the UK and USA)

Special arrangements: Working SA Public holidays