International Operations Specialist

Job Description

• Are you interested in travel, healthcare or security?
• Are you passionate about helping others?
• Would you like to make a difference every day? 

This is a fantastic opportunity for someone with great communication skills and an empathetic nature, looking to work with a diverse team in a truly global organization.

You will join a team which has helped thousands of people globally. Our operations, medical and security experts have provided advice and assistance to thousands of clients, to support their health, wellbeing and business continuity. We have been doing this for over 30 years and throughout the pandemic.

We love solving problems together and are proud of the work we do. We have a social, collaborative culture that values personal development.

If this sounds like you, we would love to hear from you!

Overall Purpose:

Responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers. Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented. Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists.
To provide an empathetic and efficient delivery of the whole range of 24-hour assistance services and general customer service programmes to our members. 

Key Responsibilities:

Service Delivery:
•    Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues. 
•    Demonstrate a professional, positive and caring attitude when servicing clients and subscribers with the objective of exceeding expectations.
•    Probe clients and subscribers who contact the Assistance Center to ensure that the request for assistance is understood and acted upon in every instance.
•    Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later.
•    Document all matters relating to these requests using the telecommunication and computer systems made available by the organization.
•    Plan and coordinate the full range services for clients, utilizing the internal resources of International SOS and external correspondents where necessary.
•    Reliably escalate cases and requests where required by company protocols.
•    Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
•    Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
•    Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
•    Seek and listen to customer feedback and escalate for quality improvement. Take responsibility for correcting customer service problems promptly.
•    Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients. Recognize and escalate any opportunities for cost containment.
•    Ensure that cases are correctly prepared for hand-over to the billing department.
•    Manage an allocated load of cases within the shift and ensure that case details and direction are communicated appropriately and efficiently in the transmission handover.
•    Effectively manage and communicate workload and movements to the line manager.
•    Forward relevant information to assist with the development of the network of service providers.
 

Other Duties:

•    Establish responsive relationships both within International SOS and externally.
•    Positively promote International SOS.
•    Work harmoniously with colleagues and other Assistance Centres and maintain a safe and comfortable working environment by ensuring that shared workstations are kept clean and tidy at all times.
•    Consistently demonstrate the Company Values; work within and promote all International SOS’ policies and procedures; follow International SOS internal guidelines and standards.
•    Attend training and meetings as and when required. 
•    Actively develop own skills, knowledge and an area of personal interest to improve personal performance and add value to the team.
•    Carry out any other reasonable duties as requested by the manager.

What We're Looking For:

• Typically, at least 1-2 years of experience in logistics and customer service is required.
• Experience working in logistics, travel and/or healthcare sector is desirable. 
• Experience in phone-based or call centre environment is desirable.
• Experience of working in a fast-paced, demanding environment.
• Bachelor’s Degree in International Relations, International Business, Language or related field strongly preferred.
• Excellent communication skills (verbal and written) with a customer-centric mindset, to handle health and security concerns for our members.
• Critical thinking and organizational skills to handle a variety of situations.
• A passion to help people, and natural empathetic approach.
• Confidence in using Microsoft Office and other systems and applications in a professional setting.
• Fluency in written/spoken English as well as French language is required.