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Customer Services Executive

Requisition Number:  34641

Kuala Lumpur, 14, MY

Company Description

The International SOS Group of Companies is in the business of saving lives, protecting your global workforce from health and security threats. Wherever you are, we deliver customised health, security risk management and wellbeing solutions to fuel your growth and productivity. In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. Our innovative technology and medical and security expertise focus on prevention, o¬ffering real-time, actionable insights and on-the-ground quality delivery. We help protect your people, your organisation's reputation, as well as support your compliance reporting needs. By partnering with us, organisations can fulfil their Duty of Care responsibilities, while empowering business resilience, continuity and sustainability.

Founded in 1985, the International SOS Group, headquartered in London & Singapore, is trusted by 12,000 organisations, including the majority of the Fortune Global 500 as well as mid-size enterprises, governments, educational institutions and NGOs. 12,000 multi-cultural medical, security and logistics experts stand with you to provide support & assistance from over 1,000 locations in 90 countries, 24/7, 365 days.  

To protect your workforce, we are at your fingertips:

Job Description

A. Overall Purpose Of The Job 

To provide an empathetic and efficient delivery of assistance services to our members, end users and clients

B. Key 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 in line with the key directive of Assist First, Verify Later
•    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 Alarm 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 Alarm 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.
•    Work as part of a 24/7 shift pattern.
•    Participate in the development and maintenance of a safe and healthy workplace.
•    Undertake all mandatory OH&S training as required.
•    Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures.
•    Co-operate with management in its fulfilment of its legislative obligations.
•    Take reasonable care to ensure their own health and safety and the safety of others. 
•    To report any injury, hazard or illness as soon as possible to their supervisor.


C. Job Profile

  • Customer Service in call centre is preferred.
  • Possess at least Diploma in any field.
  • Good customer service skills
  • Ability in planning and organizing
  • Good command in English written and verbal communication skills
  • Computer literate and good ability in managing working applications/tools
  • Written and spoken English.
  • Able to speak a second language is an advantage
  • Travel is minimal except for possible opportunity to be seconded to another Intl.SOS assistance center.
  • 12 hours in a shift with 16 work days in a month.