International Assistance Coordinator - customer service Blended proses

Position: International Assistance Coordinator (Travel)

Position reports to: Operation Manager

Location: Andheri, Mumbai

Experience:

20 % Voice 80 %-85% email

2 + years in customer service/referral specialist and/or call center experience Travel, Healthcare, Insurance, Hospitality, Assistance Agency exposure preferred

Roles & responsibility:

Open to work in rotating shifts which includes night shifts in a 24x7 work environment. Ability to speak in English and Hindi

Resolve customer queries on calls and e-mails, complaints, problems and transactions

coherent with agreed service standards and EUROP ASSISTANCE policies.

Implement policies and procedures related to the flow of information and systems used within the operation.

Establish & constantly strive to increase standards of performance for the operation

Co-ordinate with the client and the relevant departments towards resolution of customers case Job location may be subject to movement as per Business needs

Essential Duties/Responsibilities:

Maintain information security as per the guidelines of the company

Educate clients on care program/policies and assist with registration of case

Strong analytical ability to resolve complex cases, gather & interpret data from different sources Ability to make informed decisions

Ability to handle sensitive & confidential information

Place outgoing calls to providers to check care availability and schedule appropriate care Coordinate service requests between customers, providers & internal operations team from first call to case closure

Follow communication/update expectations with clients, in accordance with the EUROP ASSISTANCE policies & others as agreed upon

Knowledge, skills, and abilities:

Referral Specialist and/or comprehensive call center knowledge Outstanding customer service skills

Ability to Multi Task and handle different types of cases

Excellent verbal and written communication skills to effectively interface with all levels of clients, customers and staff.

Caring attitude to manage customers in need of assistance which in many cases is urgent, emergency medical / travel related assistance

Self-motivated and able to accurately assess situations & respond appropriately Team player

Ability to work closely with other team members and departments Typing proficiencies of 35 wpm/and above average data entry skills Proficient in basic Microsoft applications