Operations Specialist

Essential Job Duties and Responsibilities:

Description:

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 organisation. 
• Plan and coordinate the full range services for clients, utilising 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. Recognise 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. 

Requirements

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