International Operations Specialist - Assistance Services

About the company

International SOS is a global leader in travel risk management services, with a dedicated workforce of over 12,000 professionals worldwide. We are committed to safeguarding the health, safety, and well-being of individuals, providing unparalleled support and services wherever they are. Our Assistance Centre provides 24/7 international health and security assistance to members travelling or living overseas. Staffed by a network of medical, security, aviation, and logistics specialists, we prepare customers before departure, assist them while abroad, and provide assistance whenever they have a question or concern.

Key responsibilities

In this challenging and rewarding permanent position, you will play a key role in delivering high-quality medical, security, and logistical support to our members. You will manage a high volume of calls and emails from individuals travelling both domestically and internationally, ensuring their healthcare, travel, and security needs are addressed promptly and effectively.

If you are passionate about helping others, have outstanding communication skills, and thrive in a fast-paced environment, we would love to hear from you. Your work will make a meaningful difference by supporting the safety and well-being of people around the world.

• Manage and coordinate international assistance cases, ensuring timely, accurate, and high-quality support for clients and subscribers.
• Assess client needs and collaborate with medical, security, and operational specialists to deliver effective solutions and achieve positive outcomes.
• Arrange and oversee logistics, travel, medical, and other support services through International SOS resources and external providers.
• Maintain accurate case documentation, provide regular stakeholder updates, and ensure compliance with operational, billing, and company procedures.
• Deliver exceptional customer service in a fast-paced environment by managing multiple priorities, resolving issues proactively, and contributing to continuous service improvement.

About you

• Passionate about assisting individuals with a naturally empathetic approach

• Skilled at building and maintaining meaningful relationships with various stakeholders

• Demonstrates keen attention to detail, problem-solving abilities, and can thrive under pressure while collaborating effectively in a demanding setting

• Brings extensive experience in a customer service role with a high level of professionalism, specifically within a customer-centric and process-driven environment

• Must hold Full working rights in Australia

• Based in Sydney, and able to travel to our Sydney Office

Working hours

13 hour shifts

Between 7 AM to 10 PM

Rotating roster; 6-8 shifts per fortnight

Location: Office based environment, Sydney, Next to Wynyard Train Station

What we offer

• Comprehensive 8-week induction group training, a mix of classroom and on the job experience

• Supportive, collaborative & friendly team culture

• Structured remuneration and progression program, enabling you to grow your career within a global organization

• Collaboration with colleagues from other assistance centres located in each region to gain an international perspective and understanding on world topics and issues

• Exposure to the latest global medical and security updates and trends