Customer Service Representative (Ops Coordinator)

Customer Service Representative (Ops Coordinator)

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. Now, we’re looking for talented individuals to join our team and make a difference.

Make a global impact without leaving your desk!

Join International SOS and help patients around the world when they need it most. This is a office-based position where your expertise ensures safe, timely, and cost-effective medical support for clients abroad.

Location: Ortigas, Pasig

Essential Job Duties and Responsibilities:

Purpose of the Job:

This position is accountable for assuring the 24hours delivery of the whole range of medical assistance services to all International SOS members. The Medical Operations Coordinator (International Operations Specialist) is the first point of contact for the Clients, Members, Service Providers and Colleagues from other International SOS Assistance Centers.

Key Responsibilities:

Your main goal is to be the first point of contact and organizer for members needing help, ensuring they receive uninterrupted support 24/7.

Providing Immediate, Essential Support

• Be the Lifeline: Answer calls and manage all communication systems promptly and according to procedure to guarantee our members receive continuous service.

• Keep the Case Moving: Carefully and accurately document every detail of a member's request in our system. This is crucial for seamless service handover across all 24 hours of operation.

Coordinating Logistics

• Arrange Critical Transport: Coordinate all logistics for medical evacuations, repatriations (bringing someone home), or the repatriation of mortal remains. This involves managing multiple external providers and our other global assistance centers.

Building and Maintaining the Network

• Cultivate Key Relationships: Develop and maintain professional working relationships with our global network of service providers and correspondents while managing cases.

• Be a Team Player: Work collaboratively and professionally with colleagues across all International SOS centers and departments to ensure efficient case handling and excellent results.

Ensuring a Smooth Operation

• Maintain Readiness: Ensure your workspace is always organized and fully stocked (stationery, materials).

• Keep Resources Accessible: Systematically file and maintain critical databases and emergency procedures so they can be retrieved instantly.

• Manage Your Tools: Ensure all office equipment is in working order and report any defects immediately.

Taking Ownership

• Handle Assigned Programs: Take charge of specific programs or accounts designated for your management.

• Drive Special Projects: Execute relevant short-term projects assigned by the Operations Manager.