International Operations Specialist (Level 1)

About the role

The International Operations Specialist is responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through the Assistance Centre from clients and subscribers. Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented. Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists.

The incumbent will provide an empathetic and efficient delivery of the whole range of 24-hour assistance services and general customer service programmes to our members.

Key responsibilities

• 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 organization.
• Plan and coordinate the full range services for clients, utilizing 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. Recognize 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.
• Establish responsive relationships both within International SOS and externally.
• Positively promote International SOS.
• Work harmoniously with colleagues and other Assistance Centers 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.

Required Work Experience

• Typically, at least 1 – 2 years of experience in logistics/coordination and customer service is required.
• Experience working in logistics, travel and/or healthcare sector is desirable.
• Experience in phone-based or call center environment is desirable.
• Experience of working in a fast-paced, demanding environment.

Required Qualifications

• Educated to a high school diploma or equivalent.
• Tertiary level education is desired.

Required Languages

• Excellent written and spoken English language.
• Additional language skills, particularly Arabic or Turkish, are desirable.