Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.
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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)
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 Arabic
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
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