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