IOS

About the role

The International Operation Specialists (IOS) play a pivotal role in ensuring our clients receive exceptional assistance across the globe. This position requires a strong commitment to duty and a service-oriented mindset, as you will engage directly with clients on a daily basis to address their needs effectively. As an IOS, your responsibilities will include handling calls and efficiently resolving issues through collaboration with global team members. You will have the opportunity to cultivate a professional network, working towards our primary objective of ensuring the utmost care and support for our clients.

In addition, you will be at the heart of a dynamic environment that values teamwork and innovation. Your proactive approach and dedication will significantly contribute to enhancing the quality of service and responsiveness that International SOS is known for. Join us in creating a safer world, as you assist clients with their unique challenges and help maintain their well-being while away from home.

Key responsibilities

• Provide expert operations and logistics support to ensure the effective fulfilment of assistance requests from clients and subscribers, in seamless collaboration with both internal teams and external partners.
• Actively engage with clients and subscribers who reach out to the Assistance Centre, ensuring their requests are understood, appropriately catered to, and prioritised.
• Maintain the highest standards of service delivery by responding promptly to all assistance requests and managing cases through the principle of 'Assist First, Verify Later,' nurturing trust and reliability.
• Plan and coordinate comprehensive services for clients, leveraging both internal International SOS resources and external correspondents to ensure optimal outcomes.
• Communicate logistical arrangements effectively to all stakeholders, ensuring clarity and timely updates throughout the service process.
• Ensure that case coordination adheres strictly to both internal and client-specific operational and billing procedures, guaranteeing consistency and accountability.

Skills and competencies

Essential Skills and Experience:

• Fluency in both French and English, demonstrating excellent written and verbal communication skills.
• A strong commitment to high-quality customer service and a patient, empathetic approach to client interactions.
• Proven ability to remain composed under pressure, adept at handling critical situations effectively.
• Willingness and readiness to work on a shift system, adapting to the dynamic needs of the role.
• Open to international travel for training and professional development opportunities, enhancing skills and knowledge in the field.

Benefits