Operations Specialist

About the role

Overall Purpose Of The Job (Brief description of the primary purpose of this position) 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.

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

Required Work Experience

• Typically, at least 0 – 2 years of experience in logistics and customer service is required.
• Experience working in logistics, travel and/or healthcare sector is desirable.
• Experience in phone-based or call centre environment is desirable.
• Experience of working in a fast-paced, demanding environment.

Required Qualifications

• Graduation in any field is the minimum requriement.
• Teritiary level education is desired.

Key responsibilities

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.
• 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.
• 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.
• 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.

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.

About you

The International SOS Group of Companies has been in the business of saving lives for over 40 years. Protecting global workforces from health and security threats, we deliver customised health, security risk management and wellbeing solutions to fuel our clients’ growth and productivity. In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. Our innovative technology and medical expertise with a focus on prevention, offers real-time, actionable insights and unparalleled on-the-ground delivery. We help clients meet compliance reporting needs for good governance. By partnering with us organisations can fulfil their Duty of Care responsibilities, while empowering business resilience, continuity and sustainability. Founded in 1985, the International SOS Group, headquartered in London & Singapore, is trusted by 9,000 organisations, including the majority of the Fortune Global 500 as well as mid-size enterprises, governments, educational institutions, and NGOs. 12,000 multi-cultural medical, security and logistics experts stand with you to provide support & assistance from over 1,200 locations in 90 countries, 24/7, 365 days. To protect your workforce, we are at your fingertips: www.internationalsos.com For news and events updates follow us on Twitter - https://twitter.com/IntlSOS