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 3 years working experience
- Experience in call centers, assistance companies and/or hospitality industry an advantage
