International Operations Specialist

Company

Do you thrive in fast-paced environments, enjoy solving complex logistical challenges, and have a passion for delivering exceptional customer service?

International SOS, a global leader in health, security, and risk management services is seeking to employ operational case managers to support delivery of medical and security assistance services to our clients. We require mature professional minded individuals who are capable of coordinating support for our clients working and traveling away from home in Africa and elsewhere in the world.

The Role

As an International Operations Specialist, you will manage a wide range of medical, security, travel, and logistics-related assistance requests in our 24/7 Assistance center based in Midrand. Working alongside medical and security professionals, you'll ensure clients receive rapid, accurate, and high-quality support wherever they are in the world. 

You will act as the case coordinator, supporting communications, documentation of required actions and activities in the case, logistics and operational support to ensure there are optimal outcomes to all requests from advice and assistance.

Responsibilities

Duties include (but are not limited to):

• Coordinate international assistance requests, managing logistics, travel arrangements, and support services while working closely with medical, security, and global service provider partners.
• Deliver exceptional customer service and communication by understanding client needs, providing timely updates, and ensuring every case is handled with professionalism, empathy, and urgency.
• Manage multiple cases simultaneously, maintaining accurate records, escalating complex situations when required, and ensuring smooth case progression from initiation through to completion of the case

Education and experience requirements

• Education – University or Higher Education Exemption Matric results, Tertiary Education at University or Technical College with interests in Geopolitics, Languages, Education, Geography, Health and Security
• Communication & Stakeholder Management – Excellent written, spoken English and telephonic skills, with the ability to Listen, communicate confidently and professionally with clients is a requirement. Candidates should be able to set expectations, provide concise updates and effectively manage stakeholders through complex situations.
• Computer Literacy and Excellent Typing Skills are a requirement
• International Assistance Experience – 2-5 years operational experience within a medical, travel, concierge, security or international assistance environment would be an advantage.
• Role Experience – Experience at Senior Coordinator/Specialist, Senior Case Manager, Team Leader, Supervisor, Duty Manager or Operations Management level, demonstrating the maturity to independently manage complex cases, escalations and operational decision-making would be an advantage.
• Valid Drivers License and Passport
• Additional Mandarin, French or Portuguese languages would be an advantage
• Living in vicinity of Midrand would be an advantage