Responsibilities:
● Manage cases in line with the key directive of Assist First, Verify Later
● Demonstrate a “can do” and professional attitude when servicing members and clients with the
objective of exceeding expectations with the service provided
● Demonstrate an understanding of all key clients’ Operations and Billings Procedures
● Coordinate cases in an efficient and cost effective manner in accordance with company policies
and procedures
● Manage cases with a view to moving them forward in the best interests of the member and
client
● Work harmoniously with fellow operations staff, members of the medical team and other
Assistance Centres in the provision of assistance to members and clients.
● To be the first point of contact for members, end users, clients, service providers and colleagues
● Ensure incoming calls are answered promptly, appropriately and courteously.
● Ensure inbound requests are handled in timely efficient manner
● To manage an allocated load of cases within the shift and ensure that it is communicated
appropriately and efficiently in the transmission handover
● Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet
the needs of members and clients.
● Escalate cases and requests as per company protocols
● Ensure continuity of service delivery by answering all requests for assistance in a timely and
professional manner.
● Organise the full range of medical and security services for clients, utilising the internal resources
of International SOS and external correspondents where necessary
● Work harmoniously with fellow operations staff, members of the medical team and other
Assistance Centres in the provision of assistance to members.
● Positively promote International SOS to other organisations.
● Carry out any other reasonable duties as requested by the manager.
Requirements:
● Diploma or equivalent
● Min 1-2 years working experience
● Experience in call centers, assistance companies and/or hospitality industry an advantage
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