Spanish Customer Service Representative

Collinson is a privately-owned entrepreneurial business, who services over 800 clients in 170 countries, employs 2,000 staff in 28 global locations, and manages over 20 million end customers. Our industry and sector specialists provide market-leading experience across three core capabilities: Loyalty, Lifestyle Benefits, and Insurance.

Collinson is the world-leading provider of lifestyle membership programs and travel enhancement products. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brands’ reward programmes and loyalty initiatives.

With a tiered product range tailored to the needs of financial and other service providers, we help clients to differentiate their products, drive acquisition, optimize brand offerings and retain valuable customers globally. Our unique expertise and insight into high earning, frequent travelers allow us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters, and assist in times of need.

While specializing in financial services, travel, and retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi. We take our 30 years of experience working with these kinds of household names and help our clients to deliver the smarter experiences it takes to differentiate their propositions and help them win deeper devotion with their customers.

Purpose of the role:

We’re looking for dynamic, a high performing service-minded individual with experience in providing excellent customer service, and have a passion for the travel concierge and loyalty program industry. As a member of the Priority Pass family, you will join a unique and exciting team environment recognized for providing great value to distinguished customer segments.

We are passionate about building our team and welcome energetic, enterprising and professional individuals who share in our commitment to excellence. We are proud of our ongoing expansion and the career development opportunities available. Come join our team!

Key Responsibilities:

Essential Activities and Responsibilities:

• Effectively communicate using multiple languages, English, Portuguese and Spanish, to assist global clients’ operations and relationships.
• Greet customers warmly and ascertain problem or reason for calling
• Responsible for servicing and logging high volume customer inquiries and requests in a fast-paced call center environment
• Able to multi-task handling telephone calls, emails, faxes, mail and various projects assigned by management
• Proactively market and enroll products to new members over the phone
• Support and retain existing member relationships
• Support various activities such as research charge disputes, process return mail, route voicemails, faxes and mail as needed
• Maintain membership services standards. Meet performance standards including effectiveness, efficiency, attendance and quality objectives. Support center operational and service level goals
• Maintain positive attitude and professionalism at all times in what can sometimes be a stressful environment
• Consistently demonstrate effective and professional handling of inbound and outbound telephone call activity.
• Cooperate and support other team members
• Complete other tasks as directed by management

Knowledge, skills & experience required:

• High school graduate with some college preferred
• 2-5 years customer service/call center experience
• Type 50+ WPM
• Excellent customer service skills. Strong track record of providing excellent customer experiences, and building lasting customer relationships.
• Excellent communication. Fluent in English and Spanish; additional Portuguese language is preferred. Verbal and Written required.
• Customer orientation and ability to adapt/respond to different types of characters. Ability to communicate successfully with employees and clients
• Strong phone contact handling skills and active listening.
• Ability to multi-task, prioritize and manage time effectively
• Must be disciplined, self-motivated and able to multi-task
• Willingness to work in a team environment
• Strong computer skills, proficient using internet and email (Microsoft Office Word and Excel a plus). Technically savvy with experience navigating multiple computer systems.
• Ability to work 7:00 a.m. to 4:00 p.m. shift
• Ability to work other shifts if necessary to cover the language requirement (call center is open Monday – Friday, from 7:00 a.m. to 8:00 p.m. NO WEEKENDS!)
• Ability to work most holidays

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits