Travel Experiences Customer Service Advisor - Arabic Speaking

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 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 2,200 global colleagues.

Purpose of the job

As a Travel Experiences Customer Service Advisor at Collinson, you are in charge of solving customers’ problems and helping them get back to enjoying their Travel Experience as quickly and effortlessly as possible. You are empowered to provide customers with peace of mind that their current issue is resolved and that none are on the horizon.

Key Responsibilities

1. Taking the lead – take ownership of customers’ issues, relieving customers’ stress while guiding them to a quick and easy resolution.
2. Communicating – speaking to our customers in a simple, friendly and confident way through a variety of channels such as telephone, email and live chat.
3. Identifying future problems – solving the current customer concern and actively identifying and solving any possible complications the customer may encounter after their first contact.
4. Sharing insights with peers and management – our positive team culture relies on open communication to continuously improve how our work gets done, it is therefore important to develop excellent relationships with all stakeholders.
5. Adapting to changing needs – it’s a fast-paced world and our customer and clients’ needs are everchanging and you will need to keep up to date on business process changes to support this.
6. Ownership of performance – Achieving all performance targets and expectations and understanding the relationship between these, the customer service we deliver and the culture we create. Examples of these are: productivity, quality assurance, attendance and company values and behaviours demonstrated.
7. Growth mindset – taking responsibility for your own development and career path with our support as well as identifying your own training needs to ensure that your skills, knowledge and behaviours are continually reviewed, refreshed and developed.
8. Compliance – Deal with all calls in a compliant manner in line with the FSA and work within UK Data Protection Act Guidelines. Handle all calls and emails in line with client standards.

Days of work: 24/7 Rotational Shifts (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)

Knowledge, skills and experience required

• Matric
• Demonstrated customer service excellence and personal delivery
• Willingness to take responsibility for customer experience
• Excellent listening skills and ability to build rapport with the caller along with a professional approach
• Resilient, results orientated and able to work to targets and standards
• Ability to handle complex issues, solve problems to promote prompt resolution and customer satisfaction
• Strong verbal/written communication skills
• Attention to detail, accurate keyboard and data entry skills
• Time/Self-management skills with ability to multi-task, organize and prioritise under pressure
• Strong Computer literacy and PC skills
• Positive attitude, sense of humour and willingness to learn
• Demonstrates flexibility and adaptability
• Supportive and contributing team player, can be relied upon by company and team members and ability and willingness to work through conflict situations
• Highly motivated, proactive and displays initiative
• Ability to work on a shift rotation
• Experience within the travel industry or related services is advantageous

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: Take Action, 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).