Customer Service Executive

Key responsibilities

• Manage cases with the "Assist First, Verify Later" approach.

• Provide exceptional service with a professional attitude.

• Understand key clients' Operations and Billings Procedures.

• Coordinate cases efficiently and cost-effectively.

• Move cases forward in the best interests of members and clients.

• Collaborate with operations staff, medical team, and other Assistance Centres.

• Serve as the first point of contact for members, clients, and colleagues.

• Answer incoming calls promptly and courteously.

• Handle inbound requests efficiently.

• Manage and communicate case loads during shifts.

• Arrange logistics timely and appropriately.

• Escalate cases as per protocols.

• Ensure continuity of service delivery.

• Organize medical and security services using internal and external resources.

• Promote International SOS positively.

• Perform other duties as requested by the manager.

Requirements

• Diploma or equivalent.

• Minimum 3 years of work experience.

• Experience in call centers, assistance companies, or hospitality industry is an advantage.